Projects, tools, and things I've built or contributed to.
Defined escalation rules, exclusion boundaries, and safe-answer categories for the expansion of Help Scout's AI Answers into email workflows, establishing guardrails for when the system should respond and when it should defer to human support.
Output quality and reliability lead for Help Scout's AI Answers. Designed the evaluation framework used to assess response quality, drove prompt improvements across response types, and monitored production outputs to ensure stable, reliable performance.
Onboarding structure, investigation process, and coaching approach enabling teammates to build confidence and capability in complex technical investigations.