Customer Engagement Technologies

Amazon's Customer Engagement Technologies platform (internally Caracara Chat) added a text-based support channel built to reduce repeated intent-gathering, concurrent-chat cognitive load, and missed contacts for CSAs — urgency made clear when 2020 lockdowns hit Amazon's global support capacity. I led the CX design across ML-based intent gathering, concurrent chat, integrated translation, and intelligent assist tooling. A minimum lovable product shipped to a limited group of CSAs, with ongoing accessibility improvements.