Program Manager & AI Product Manager at Audible, owning end-to-end delivery and ongoing product evolution of AI-powered customer support chatbot.
As Audible's global customer support operation scaled across 11+ marketplaces, the volume and cost of live agent interactions was growing unsustainably. Leadership needed a solution that could handle millions of customer inquiries at scale without sacrificing the quality of the member experience.
I owned end-to-end delivery as Program Manager before transitioning into an AI Product Manager role as the product matured. Working with Engineering, UX, Legal, Marketing, and Data Science, I drove the go-to-market strategy and product roadmap for the chatbot. I partnered with Data Science to deploy an AI-based propensity model that improved routing to Retention teams by 20% in a single quarter. I also led the integration of Retrieval-Augmented Generation (RAG) capabilities, enabling the chatbot to leverage Help Center content to resolve inquiries more accurately across global markets. VoC insights and user behavior data continuously informed product requirements and shaped prioritization decisions throughout.
The chatbot supports 2MM+ annual customer interactions with a 35% automation rate (up 4% year-over-year), and is projected to deliver $1.5MM+ in operational savings.