Every Channel. One Experience.

At Net32, I rebuilt support from the ground up, connecting email, phone, text, and chat into a single omnichannel experience powered by AI triage and smart routing. Customers got faster answers across every channel, phone volume dropped by 60%, and full resolution time fell under 24 hours for the first time in the company's history.

The problem: Customers were reaching Net32 through multiple channels with no consistent experience — high phone volume, slow resolution times, and a support team spending most of their time on issues that didn't need them.

What I built: An AI-powered chatbot integrated across web, email, and messaging channels — designed to resolve common questions automatically while intelligently escalating complex issues to a live agent when needed. Built the routing logic, the conversation flows, and the handoff protocols that made the omnichannel experience feel seamless rather than frustrating.

The outcome: Phone volume dropped by over 60%. Full resolution time fell to under 24 hours — a first in the company's history. Customers got faster answers, agents got harder and more meaningful work, and the support operation scaled without adding headcount.