Context

During my time at Emergya, a digital consultancy specialized in Google Cloud, I worked on designing and optimizing AI-powered conversational experiences and user-centered digital products for leading brands across different industries.

Experience

As a Conversational Designer, I led the design of AI-driven virtual assistants for Meliá Hotels International, Liberbank, and EVO Bank. I worked with computational linguists, developers, and product managers on intent taxonomies, disambiguation, fallback strategy, and the escalation paths that decide when a conversation goes to a human.

During the pandemic I also worked with an insurance company on a campaign, extending the practice into insurance at a point when the sector was moving customer contact to remote channels faster than its teams could absorb.

As a UX Designer, I contributed to projects for INTEF, Siemens, and Alter Technologies, focusing on usability, accessibility, and design consistency. My role involved conducting user research, defining interaction patterns, and developing interfaces that aligned with business objectives and user needs.