From code to conversation 

Mature technology, new paradigm.

As part of its Experience as a Service® vision, Genesys set out to rethink the way people interact with customer support, moving beyond rigid scripts to create something smarter, more adaptive, and more human.

I helped transform a mature gaming AI engine into a new kind of conversational platform, co-inventing the patented Behaviour Engine that became a cornerstone of the company’s AI strategy. It wasn’t just about making the technology smarter. It was about making the experience feel more natural, more intuitive, and more responsive.

This work introduced a new interaction model for enterprise AI. One that could interpret intent, maintain context, and adapt in real time to solve real problems without defaulting to human handoff. It turned legacy technology into a modern experience layer for intelligent conversations at scale.

Role

Design Principal, Research and UX
Led design and research from early concept to awarded patent.

Collaborated with AI engineers and product leadership to define scalable patterns for intelligent, adaptive conversations.

Problems

Chatbots were rigid and lacked problem-solving ability

Poor handoffs frustrated users and broke continuity

Static frameworks limited flexibility
and business impact

Design challenge

Design smarter, more responsive bots that solve real problems with context, empathy, and minimal handoff to human agents.

Outcomes

Original concept ‘Behaviour Engine’ patented in 2021

Scaled globally across Genesys Cloud

Launched Genesys Dialog Engine in 2020

Laid the foundation for agent-assist and hybrid AI experiences