Case 03
AI-Enabled Partner Communications Platform
Situation
At the scale of 100+ carrier partners, communications become an operational bottleneck in its own right. Engineering and program teams were spending significant time on routine but unavoidable partner-facing tasks such as incident notifications, status updates, service lifecycle communications, joint resolution coordination. It was necessary work, but it consumed capacity that should have been directed at higher-value engineering problems.
Complication
The communications weren't simple. Partners needed accurate, timely, contextually relevant information during live incidents, where tone, precision, and timing all mattered. Automating poorly would create more problems than it solved. The platform had to be intelligent enough to surface the right context, not just send messages faster.
Approach
Led the development and launch of an AI-enabled partner communications platform from requirements through delivery. Defined the product architecture, the rules and logic for intelligent incident-context surfacing, and the structured workflows for joint resolution. Worked across engineering, SRE, TPM, and partner relations teams to align on requirements and build the rollout model across the full carrier partner base.
Outcome
SRE and TPM teams measurably shifted capacity away from reactive communications toward higher-value engineering work. The platform became the operational backbone for all partner-facing incident and service lifecycle communications, handling at volume what previously required direct human effort at each touchpoint.