David Packman Email & Phone Number

• Develop artificially intelligent social robots utilizing Generative AI, Multimodal AI, Natural Language Processing (NLP), Conversational AI, AI Speech, AI Vision, embedding models, diffusion models, Retrieval Augmented.
• Architect and test Human/Robot Interfaces (HRI) and AI guardrail implementations in artificially intelligent robotics platforms to ensure Ethical and Responsible AI safety, and privacy compliance while researching.
• Innovate to create a first-of-a-kind open-source conversational memory architecture leveraging open-source LLMs and RAG, local ML vision models that protect privacy, and agentic AI tools with function calling to.
• Design creative prototype 3D models, shells, mechatronics, and small form factor robotics hardware using computer-aided design (CAD) and additive manufacturing for prototyping, MVP user market testing, and marketing.
• Perform data-driven market research and demographic analytics for business strategy decisions, investor relations, and marketing efforts.
• Author guest technical blogs for partners and deliver technical talks on artificial intelligence, conversational AI, and social robotics topics at industry events, webcasts, media interviews, and developer meetups.

Seattle, WA, US

• Leverage machine learning and generative AI to optimize supply chain and labor planning programs.
• Lead program management office activities to drive efficiencies and streamline projects for increased productivity.

Cambridge, US

• Develop Conversational AI solutions with Microsoft Copilot Studio for a digital healthcare startup aiming to address postpartum depression.

Redmond, Washington, US

• Managed customer service improvement projects, including in-product NLP chatbot/copilot development, while communicating successes and requirements to senior leadership in 28 different organizations and divisions.
• Generated $6,750,000 in savings annually by collaborating across organizations with cross-functional product, data science, and engineering teams to develop in-product conversational AI and NLP chatbots.
• Achieved an 80% customer relationship success rate by developing and implementing new advanced support automation and multi-source cognitive search fallback API functionality for multiple products.
• Drove a 180% increase in customer engagement with NLP conversational AI services across multiple entry points for multiple products by enacting changes driven by customer focused data analytics.
• Utilized critical thinking, data analysis, and escalation management to identify and resolve multiple privacy and security gaps to avoid potential data breaches in production.
• Lead cross-functional teams and project workflows in Azure DevOps to develop customer facing NLP chatbot experiences while developing data-driven best practices used to mentor teams across organizations on NLP.

Redmond, Washington, US

• Responsible for managing customer facing support experience improvements and product development including in-product NLP chatbot experiences and self-serve content for several product areas including Microsoft.
• Increased customer satisfaction rates by 53% by developing first-generation NLP Conversational AI experiences and training NLP chatbots to support millions of Microsoft Account and identity customers per month.
• Reduced incidents per day (IPD) by 38% using customer-centric journey analysis after launching the first NLP Conversational AI experience supporting Microsoft Dynamics 365 customers.
• Delivered a 66% increase in customer satisfaction and 98% increased self-solve rates for 8 million customers a month who used Microsoft Identity, Store, and Commerce services.
• Led several organizational and company-wide philanthropic events and programs, including a popular and successful annual company-wide charitable giving campaign for 7 years that created hundreds of assistive devices.
• Participated in several STEM and maker outreach events as a Microsoft representative to generate interest in STEM education, artificial intelligence, machine learning, and social robotics.

Redmond, Washington, US

• Responsible for product UX and customer support content serving millions of Microsoft Account, Identity, Store, and Commerce customers.
• Improved content success rates from 51% to 84% while boosting traffic by 207% and reducing assisted support contacts by 17% through data-driven support experience improvements for Microsoft Store, Commerce, Account.
• Demonstrated team leadership by managing a successful group of technical writers while performing content publishing strategy, design, editorial, and terminology management for technical support content and in product.
• Led award-winning Hackathon teams that spurred the development of “Instant Answer” Web search features and early conversational AI virtual agent chatbots.
• Assisted with the customer experience UI and UX design and implementation of multiple account and billing portals and features for Microsoft customers.

Troy, Michigan, US

• Managed the Microsoft Windows Server and Cloud Marketing demo and research lab that included designing and maintaining multiple simulated enterprise-grade on-premises and hybrid cloud IT infrastructure environments for.
• Architected, developed, and managed portable enterprise-grade server and cloud demo environments utilizing state-of-the-art hardware and software while developing IT Pro marketing content as a SME content developer for.