Care Platform

Meta's Care Platform unified Helpdesk and Reality Labs support into one system, blending first- and third-party tooling with Llama-powered AI to cut cost per case without sacrificing experience. I led the design strategy — turning scattered support documentation into AI-generated, personalized solutions and equipping agents with case summarization and real-time guidance. The vision was fully funded by Enterprise Engineering leadership in H1 2024 and is now shipping across H2 2024 and beyond.