Product for a large US mobile operator
AI Customer-Service Agent Sandbox
AI Product
Large US Mobile Operator — Product & Technical Lead
Designed and built an AI-agent experimentation platform for a major US mobile operator, working directly with its CX team to explore and evaluate AI-powered customer-service experiences across mobile support, troubleshooting and guided decision-making.
Summary
The platform enables teams to test different models and agent approaches using both real and AI-simulated customer conversations. I also designed an evaluation framework in which complete transcripts are independently analysed and scored across conversational quality dimensions, alongside post-conversation feedback from the customer perspective.
Technology
TypeScript, React, AWS Amplify Gen 2, Lambda, AppSync/GraphQL, Cognito, Alexa/APL, LLM/AI agents, third-party APIs.
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