I Create Better Experience For Humans

I have joined Talkdesk to build and lead the Product Design team for the Artificial Intelligence area.
The challenge was huge. During the last couple of years, I have been building a user-centered design team from scratch, and today we are more than ten talented UX people of diverse roles like Product Designers, Service Designers, UX Researchers, and Design Program Managers.

As a Design Leader, I primarily do:

1. Shaping design strategy/vision: Contextualizing the work and making sure everyone is aligned in the same direction.
2. Operationalizing design: Putting a framework in place, tools, and workflows that allow the team to be more productive. Reinforcing a culture of integration of usability studies, research, and analysis into product design requirements to enhance user satisfaction.
3. Forging alliances: Gathering allies and building relationships with Product, Engineering, CSMs, Support, and more.
4. Building the team: Attracting and retaining world-class talent.
5. Managing the team: Making sure that everyone is successful, happy, and working on things that are most important to help our customers and improve our products.

I have been leading product design practice for AI products such as Talkdesk Virtual Agent, Talkdesk Agent Assist, Talkdesk Interaction Analytics, Talkdesk Al Trainer, Talkdesk Guardian, Talkdesk Identity, Talkdesk Knowledge Management, Talkdesk Self-Service Portal, and some private initiatives.

Guardian is a native cloud security solution that enables Talkdesk clients to take control of their contact centers’ security management by effectively mitigating the risks from data leakage, fraud, identity theft, and privacy-related breaches. Prevent fraud and protect Customer Centers customers’ data from security threats with a risk management solution for contact centers.

For more information please visit Guardian official page.

Talkdesk Knowledge Management empowers internal knowledge management teams to develop, format, refine, and orchestrate organizational information and processes, providing agents with the knowledge they need to succeed empowering tools like Talkdesk Agent Assist™ and Talkdesk Self-Service Portal™ to resolve customer issues faster.

Turn organizational knowledge into exceptional CX.

For more information please visit Talkdesk Knowledge Management official page.

Stratio Foresight is an artificial intelligence platform that detects anomalies, faults and potential breakdowns beforehand. Provides after-sales teams with an overview of the detected faults beforehand and enables servicing customers at the right time.

For more information please visit Stratio official page.

Stratio Ecodriving is a eco-driving solution tested and validated by fleets, with better calculations through AI. Enables the monitoring of driver performance and behaviour, adding value to the end customer whilst providing extra context to analysts.

For more information please visit Stratio official application.

Stratio Fleet Manager is a mobile app to allow Stratio’s clients to track their fleet anywhere. Have quick access to their vehicle’s main indicators such as operation, location, fuel or energy consumption.

For more information please visit Stratio official application.

Feedzai Insights is an intelligent dashboard and reporting tool that drives continuous business and operational performance improvements.
Feedzai Insights provides a wide range of tools, from a simple query or search to interactive dashboards and reports that help our customers understand how their business and fraud teams are performing.

Data Science Studio is an environment where Data Scientists work to produce the best Machine Learning models and rules based on historical data.
Teams can collaborate together on projects, share insights and improve outcomes, focusing on the real Data Science and not on the tooling and infrastructure.
Data transformations can be developed in a easy way to create new data sources and metrics that can be used in models and runtime workflows.
Plans allow Data Science teams to quickly and easily transform data, combine data sources and natively deploy these transformations to the runtime environment.

Feedzai Pulse is a data science platform that integrates Big Data analytics and Machine Learning techniques with a native runtime Production environment to detect and prevent financial fraud in real-time. Feedzai combines in a single enterprise platform the power of the integration between Data Science and workflows and it results in deploying a model into Production that takes hours instead of weeks or months.