AI Playbooks | Forward Deployed Designer at Drift Inc.
During 2021-22, I designed and implemented a conversational AI chatbot for Hopin's events platform, helping qualify high-intent leads and guide first-time buyers to the right resources, while deflecting low-intent queries to support. Served as AI Conversation Designer and Consultant on this $130K engagement.
1. Agentic Outage Experience
I led the design of the prompt framework and proof-of-concept demo for the 2026 next-generation outage solution, pioneering agentic and contextually intelligent messaging. The demo demonstrated three new features during a complex event where a planned network maintenance window overlapped with an unplanned severe-weather incident.
Xfinity climbed from last place in 2022 to first place in timely, reliable proactive outage communications in 2025 — J.D. Power.
The Problem-
Today’s messaging experience for outages doesn’t consistently do the following:
A) Provide members with a unified experience across outage types (planned/ unplanned) or channels (proactive/reactive).
B) Deliver critical updates in a timely manner.
C) Assist with outage-related member inquiries.
This can result in a member experience that feels robotic and increases members' effort when contacting support during an already frustrating event. This reduces members' confidence in Xfinity’s automated service comms.
Goal-
Deliver a unified, proactive, effortless messaging experience that drives intelligent conversations with members impacted by 3 or more planned or unplanned outages within a month.
My Role-
Designed reusable prompt framework, conversational script, agentic interaction, and demo.
Existing outage notifications bombard members (customers) with status updates almost daily or every few days as the problem code/job type changes from planned to unplanned outage.
Client:
Hopin
Category:
Conversation Analysis, Intent Classification, Information Architecture, Content and UX Design & Writing, Playbook Strategy, A/B Testing, Solution Consulting.
My Role:
Consulting, Conversation & UX Design
Content
