John Taylor Email & Phone Number

Sydney, New South Wales, Australia

• As the Senior Chatbot Analyst, I am responsible for driving the strategy and continuous improvement of chatbot and predictive engagement across the News Corp Platform. With a focus on design thinking and best.
• Designed and implemented a chatbot for a new advertising platform, including mapping customer journeys into chatbot journeys, design implementation, and ongoing tuning and reporting.
• 2024 Genesys global award nomination for CX Innovator — Best use of Genesys AI.Key responsibilities:
• Define the strategy and ensure ongoing adoption and optimisation of chatbot and predictive engagement.
• Utilise design thinking and empathy towards customers throughout the design, implementation, and continuous improvement of our digital service channel.
• Build, monitor, and optimise conversation flows for chatbot and predictive engagement, identifying and addressing any anomalies, issues, or areas for improvement.

Sydney, New South Wales, Australia

• As a Product Specialist I led various digital care capabilities through various stages in theproduct lifecycle, predominantly around delivery and operational performance.These digital care capabilities included Live.
• Member of the design and implementation team for the introduction of the TOBi chatbot.
• Digital specialist for the migration to the Genesys email platform.
• Leader of a team of analysts, analysing customer utterances to assist with the continuous improvement and tuning of the TOBi chatbot.Key responsibilities:
• Proactively identify future improvements by researching best practices and data analytics that drive operational performance of TPG products via its Digital Channels.
• Manage the day to day delivery and operational performance of digital carecapabilities including Live Chat, Chatbot and A- Synchronous chat channels.

Sydney, Australia

During this long tenure at Optus, I have progressed through the company in a number of training, support, education, customer service and technical roles. I excelled at learning and adapting to changing environments, keeping calm and exercising diplomacy in high-pressure situations. I understand the needs of the business while keeping customers happy.

Provided a variety and range of teaching experiences to enhance student learning.Provided an environment that both enriched and challenged students.Recognised and catered for children’s varying needs within the classroom through different teaching methods and approaches.Created strong ties to the school community including parents and local community groups.