Aspect's NLU and self-service application experts have deep experience in UX/UI design, IVR and ITR application development, computational linguistics, system integration and more. They are passionate about the potential AI has to change lives by empowering consumers, easing common tasks, freeing time and invigorating the workplace.
Meet the chatbot experts who are shaping the future of customer engagement and self-service.
Alejandro is an accomplished and versatile systems engineering professional with +8 years of experiences providing technical knowledge, application programming, computer systems projects management and analyses.
His primary role is to design, admin and implement software delivering best in-production experiences for our customers. Using Agile Methodologies as Google Design Sprint and SCRUM framework. Alejandro helps teams move faster and work better together.
Klaus is one of Aspect’s linguists, specializing in the creation and maintenance of the language models for German and the Scandinavian languages. He has over 20 years of experience working in the intersections of language and software industry, including localization, UI design and adaption, and content translation. Klaus holds degrees in Industrial Design and Urban Design from Hochschule für bildende Künste in Braunschweig, Germany.
Jen is extremely passionate about design and loves working with teams to produce a stellar user experience. She has extensive UI/UX experience that enables her to conceptualize, execute and present visual marketing strategies. Jen has comprehensive experience ranging from collaboration across teams to producing final presented solutions in web, print, branding initiatives, touch interactions, social marketing, and all forms of design collateral.
Joe has been with Aspect for 18 years and has over 26 years of experience designing and implementing solutions in telecommunications and contact centers. Joe’s areas of expertise include architecture and coding of ITR, IVR, web services and mobile solutions. Joe has architected and built mission critical applications used by large enterprise customers in the services, financial, transportation and health care verticals. His experience solving challenging technical requirements has led to new innovative approaches in designing scalable, secure and reliable solutions.
Tobias has over 14 years of experience in customer care technology with roles spanning engineering, consulting, sales engineering, program and product management/marketing. As part of Aspect's product management and marketing team today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile apps, text, voice, chat, social. He is a frequent speaker and blogger on topics around customer service and, more recently, the (re-)emerging chatbot and AI technologies. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.
Dan is one of Aspect’s linguists, specializing in the maintenance of the English, Japanese, and Chinese language models. He graduated from Columbia University with a Master of Arts in Applied Linguistics. He has 7 years of experience teaching languages in Taiwan, Japan, and most recently at Columbia University.
Leon has 17 years of experience in professional services, with a focus on Voice IVR, SMS, and contact center data integration solutions. He has designed and developed numerous IVR, SMS ITR, and data integration solutions during his 14 years with Aspect Professional Services. Leon is an innovator at heart, combining creativity and technical expertise to deliver reliable contact center/telecommunications business applications.
Lisa Michaud is the Director of Natural Language Processing (NLP) at Aspect. She has been centrally involved in the integration of NLP components into Aspect’s product suite for customer engagement and the architecting of our Interactive Text Response (chatbot) technology. She has 20 years of research experience in the field of Natural Language Processing / Computational Linguistics and pursues diverse interests in user modeling, dialogue, parsing, generation, and the analysis of non-grammatical text. She holds a PhD in Computer Science and has been published in multiple international journals, workshops, and conferences in the fields of user-adaptive interaction and Computational Linguistics.
Jason is an Enterprise Architect at Aspect with over 17 years of experience working with customers across the globe delivering enterprise level mission critical systems. He has delivered technology management and enterprise architecture consulting to many enterprise customers across the Financial, Utility and Telecoms industries.
He specializes in providing design best practices for multi-channel self-service platforms that focus on flexibility, consistency and re-usability providing the best customer experience. He has a passion with the “IOT” and is providing thought leadership to customers on how they can practically enable their customer contact environments to make the most of this expanding world.
Michael has over 20 years experience in designing, developing and testing multi-channel self-service applications and contact center solutions using voice, email and chat as the communication channel. In his role as a Senior Solution Architect for the Aspect Professional Service in Central Europe he works closely with the customer to make each project implementation a success.
Anukul has over 17 years of experience in Customer Service, Transition Management, Project Management, Vendor Management and Software Development in BPO industry. His competence spans from being a Platform and Solution Architect to Implementation and Business Consulting. He has been instrumental in designing & implementing many successfully running complex IVR solutions on Aspect UIP platform.
Currently, Anukul is part of Aspect’s Center Of Excellence (CoE) organization in Bangalore, India, and leads Self Service Practice to design & deploy ITR, Voice & Mobile solutions for Global customers. He has a Master’s in Business Administration along with Certifications on Aspect UIP & Five 9 Contact Center Solutions. He is also indulging into the world of Amazon Web Services.
Anjanesh has over 2 years of experience with Aspect across the fields of Development, Testing & Implementation. Currently, he works as Professional Services Consultant with Aspect’s Center of Excellence (CoE), Bangalore, as part of Development and Implementing Self-Service solutions (IVR, Text, Mobile Web & Messenger Hub) over CXP Pro.
He has professional experience in Defining & Managing the overall Process & Quality for Implementation & Optimization for CoE along with experience in the field of Software Testing – Test Automation(CodedUI) & Regression Testing for Advanced List Management. Anjanesh has a Master of Computer Applications along with Certifications on Java/J2ee & Prophecy.
In his role as Director, Product Management with Aspect, Andreas is responsible for the self-service products and cloud services, including Aspect® CXP™, Natural Language Understanding, and Aspect® Prophecy™. He has long-time experience with delivering self services across IVR, text (chat bots) and mobile channels from his work as technical sales engineer and consultant for VoiceObjects (which he joined in 2004) and Voxeo. He has been a professional in the software industry for almost 20 years, having previously worked as software architect, consultant and sales engineer. Prior to Aspect, he worked for milestone Software GmbH, Neuss, and for Segue Software, a software test automation tool vendor. He holds a PhD in theoretical physics from the University of Cologne where he worked on Condensed Matter Physics. Andreas is fluent in German and English, remembers some of his high school French and Latin, and has working knowledge in Dutch, Spanish and Italian.
Claudio is a Senior Principal Engineer at Aspect’s Linguistics team and has over 16 years of experience in NLP, from the conception and coding of a NLP parsing system that lies at the core of a patented SAS technology, to various consulting NLP projects applied in the telecom, pharmaceutical, software and banking industries, including Apple's Personal Assistant, Siri. At Aspect he develops language models that support our NLU technology in English, French, Spanish and Portuguese. He is an Electronics Engineering graduate from the Federal University of Rio de Janeiro (UFRJ), Brazil.
Chance is an 18-year self-service veteran. He is a Principal Consultant involved in the entire delivery cycle, from the beginning of pre-sales to the end of warranty periods and system documentation. First finding his niche in speech recognition and grammars; he now works with self-service developers on 3 continents to provide CXP & Aspect Via™ application design and development for web & text applications as well as any other omni-channel services that are needed.