Meliá needed an AI assistant to reduce operational costs while maintaining service quality across multiple channels—especially during the COVID-19 crisis, when call volumes surged due to cancellations and booking changes.

Responsibilities

• Research & Analysis: Conducted user interviews and analyzed past interactions to identify patterns and user needs.
• Conversational Design: Designed and refined conversation flows in Dialogflow, ensuring natural responses aligned with Meliá’s brand experience.
• NLP Optimization: Fine-tuned intents, entities, and training phrases to improve accuracy and reduce ambiguities in user queries.
• Personality & Tone Definition: Designed the assistant’s voice and personality to ensure a consistent and effective communication style.
• Cross-Functional Collaboration: Worked closely with computational linguists, engineers, and stakeholders to iterate on design and enhance the conversational experience.
• Scalability & Maintenance: Adapted the assistant to new use cases, ensuring it could handle both simple queries and complex processes like full reservation cancellations.
• Leadership & Team Growth: Led the expansion of the conversational design team, growing from two to six members, including computational linguists and interaction designers.
• Recruitment & Mentorship: Participated in hiring processes, onboarding new team members, and providing guidance to ensure best practices in conversational design.