United States

Interaction Design

Nano Degree

Neslihan Kilic

Conversation Designer

Prototyping

Organisation skills

Presentation skills

Leadership

Conversational AI

Chatbot

User research

Canva

ChatGPT

Figma

Miro

Voiceflow

Mural

Kore.ai

Assisted clients in selecting the appropriate Conversational AI platforms for contact centers, designing end-to-end voice, chat, or omni-channel experiences, and guiding engineering teams on NLU and implementation strategies.
Conducted three distinct training sessions on Conversational AI experience and design, and established an internal design team.

Leading H&R Block’s Conversational and Generative AI solutions for chatbot applications and designs. Leading the strategy regarding Conversational and Generative AI. 
 - By adding a new feature to the chatbot, we solved a major issue that customers were facing. This led to a significant decrease of 9% in transfer rates.
 - The containment rate has increased by 15% compared to the same period in 2022.
- Designing, testing end to end flows

Specializing in conversational AI experience design and product development, I empower clients to create seamless chatbot and voice interactions. My expertise spans a range of experiences, from contact centers and IVR systems to in-car voice experiences, virtual reality, and avatars.

Developed conversational AI strategies and designed conversational interfaces.Implemented conversational AI solutions across various channels.Containment rates for top intents increased %4 within the first couple months

Led the strategy and governance to create best customer experience across all virtual assistants. 

Designed/redesigned the IVR and in-car voice assistant flows resulting with 24% increase in
containment. 
Utilized Voice of Customers platforms to define customer problems and offer solutions via virtual assistants including in-car voice assistants, chatbots, IVRs and avatars. 
Led the Natural Language Processing/Understanding (NLP/NLU) intent & entity management and Taxonomy applied across GM's all Virtual Assistants. 
 - Launched “Santa Tracker” feature in voice channels
 - Have decreased emergency transfer rates by 24% by updating the design flow
 - Have improved CSAT from 74 to 83 within couple of months
 - Collaborated with the IT team to build an internal tool for data clustering and classification for intent detection. As a result of this, the time various teams spent on data analysis reduced by 60%.
 - Led NLU Fine tuning efforts to improve intents' precision, recall and F1 score. As a result,  transfer rates decreased by %26 for voice channels

Led Conversation Design Efforts, created guidelines and best practices for Voice Interaction Design
Collaborated with the Product Team in the Restaurant Drive-Thru Project and designed all the
end-to-end flows for voice interaction.
Trained the Data Programs Team(30 people) about Conversation Design and Best Practices
Led platform development efforts for ASR and NLU testing, cross-functionally worked with Technical Program Management and Engineering Team

Created ASR and NLU models for the Turkish Language from ground zero to launch. Worked Cross-functionally with the Language Modeling and Acoustic Modeling Engineering Teams. Worked on ASR, NLU and NLG issues, and improved accuracies and performances in all three categories. 
Managed team of 3 linguists
As a result of my works;
 - Launched Turkish model with above 70% accuracy(first version)
 - Implemented a process for all languages for ASR/NLU testing which increased the average accuracy level above 80%
 - Streamlined the testing process and worked on building an internal testing platform with Mobile Apps Team collaboratively which reduced the weekly testing time of teams by %60

Acted as the primary liaison for Google Assistant's esteemed Speech Team, comprised of 50 members, providing comprehensive support and facilitating meetings with the Engineering team to address complex ASR/NLU or TTS issues. Spearheaded several projects and led rigorous testing of ASR, NLU, and TTS technologies, ensuring that all processes and protocols adhered to high standards of quality and efficiency. Furthermore, I played a key role in evaluating dialogs and proffering recommendations to optimize user experience.
Evaluated dialogs and made recommendations about user experience.

Design/redesign iPhone and Android application Interfaces and experience for Wallit’s unique concepts and related collateral such as advertising pages and web landing pages.

People can post (text, photos, videos) on these location-based virtual "walls" via their smart phones, but only when they are near that wall. They can share their experience at that place in many cool ways

Crafted captivating narratives for publication in diverse newspapers, while also undertaking the rigorous analysis and translation of news articles sourced from major US media outlets such as the Huffington Post, New York Times, and Washington Post. Additionally, I contributed to online Turkish news websites by rendering news items from English to Turkish in a highly professional and effective manner.

Neslihan Kilic🇺🇸

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