Challenge: Ask Lisa, Alight Worklife’s chatbot, struggled with demand, often failing to provide answers. It needed to evolve into a proactive, AI-driven assistant that could anticipate employee needs.

My Role: I led the transformation, leveraging AI, predictive modeling, and conversational design to create a smarter, more responsive experience.

• Analyzed top user searches, care cases, and client data to identify key content needs.

• Partnered with AI teams to build predictive models that connected employees to relevant benefits.

• Led writers in crafting training content to improve natural language processing and conversation flow.