Hi, I'm Christi. I build AI experiences global users actually want to use.
Conversational AI, product strategy, and the unglamorous orchestration work in between. 20M+ users served across 8+ markets. $2M saved in support costs. Shipped, not slide-decked.
$2M saved in support costs
8+ markets shipped to
25% faster responses
40% better satisfaction
20M+ users served
$2M saved in support costs
8+ markets shipped to
25% faster responses
40% better satisfaction
20M+ users served
Three things, done obsessively.
Conversation design
Conversation design turns product intent into scripts, flows, and prompts that AI can execute predictably.
In practice: conversational AI that engages millions, multi-agent systems, Dialogflow CX flows, and prompt architectures that behave the same way on Monday morning as they do on Friday at 11pm.
via Conversation Design InstituteOrchestration, not just agents
Orchestration is the layer that decides which agent, tool, or human handles a turn, and who owns state when they hand off.
The gap between bots, humans, and back-end systems is where customer experience breaks. I design the handoffs, the state, and the fallbacks nobody wants to own.
via Anthropic · Building Effective AgentsMetrics that matter
Metrics for AI products come from whether users succeed, not whether the model sounds good in a demo.
Containment, latency, satisfaction, cost, not vanity scores. I measure whether users succeed, then iterate until they do.
via Qualtrics XM InstituteExperience highlights
Leading conversational design and product strategy as a Certified Scrum Master across international markets, serving 20M+ users.
About me
Hospitality taught me
to read the room.
AI taught me to scale it.
I build AI systems by treating engineering constraints as design opportunities, not limitations. GED → hospitality → workflow optimization → conversational AI for 20M+ users. Same skill set, bigger room.
Trusted by teams shipping conversational AI
What it's like to work with me.
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ManagerChristi runs on what she calls a Thoughtful Execution framework, and it's real. She doesn't ship the first idea that looks clever. She maps multiple friction points, tests against actual data, and only commits when a path earns it. I've watched her pressure-test her own thinking before anyone else gets the chance. That discipline is why her work on AI Automation moves metrics instead of just looking impressive in a demo.
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Training & Development LeadGetting 200+ non-technical employees comfortable with agentic AI is not a training program. It's patience, clear documentation, and the willingness to sit with someone until it clicks. Christi does this because she genuinely wants people to succeed with the tools, not because it's in her job description. If you want an AI program that actually lands inside an organization instead of sitting in a Notion page, she's who you want running it.
Selected work
Case studies
Case study · Gated 2026 Gated
Manual Guide Workflows → AI-Orchestrated Resolution
How manual lookups, disconnected systems, and poor handoffs turned a simple support issue into 24 minutes of customer frustration, and the architecture that collapses it to under 2.
<2 min · 90% time saved
Read the teaser Case study 2025
Scaling LLM Support
Led an enterprise migration from rule-based NLU to an LLM multi-agent system with grounded RAG and AI output verification, across 8+ markets and 20M+ users.
25% faster · $2M saved · 60% fewer hallucinations
Read the case study Case study 2022
Self-Service Workflow Redesign
Rebuilt self-service for a connected-fitness product across 8 markets. IA, decision trees, and a product-gap loop that fed the roadmap.
40% faster · 35% adoption · 20% volume down
Read the case study Case study 2024
NLP Intent Taxonomy Redesign
Rebuilt the routing taxonomy from first principles. 150+ mutually exclusive intents across 12 product domains, derived from 50K+ real conversations.
30% misrouting down · 20% handle time down
Read the case study Writing
Essays on the craft
The AI Isn't Broken. The Collaboration Is.
When AI conversations go wrong, we blame the model. But after years designing these systems, I've started to wonder if the real failure isn't intelligence at all.
Read
Content Engineering in 2026
The emerging discipline at the intersection of content strategy, design, and AI systems, and why it's quietly becoming a required skill.
Read
Let's build
Seriously, let's chat about your next AI project.
I take a small number of engagements each quarter through Intelligent CX Consulting . If what you're reading here sounds like the thing you need, get in touch.