At Microsoft, I worked across three generations of conversational AI: Microsoft Help Bot, Power Virtual Agents, and Copilot Studio. For Microsoft Help Bot, I designed and built an automated Xbox game refund flow from the client experience to a permission-scoped back-end service, deflecting 16% of Xbox support tickets without a human agent.
On Power Virtual Agents, I improved the authoring experience by building a custom YAML parser in WebAssembly that made large bot-definition files parse 30% faster. I also re-architected rendering for large dialog graphs, more than doubling performance.
In Copilot Studio, I implemented delegated OAuth for MCP servers, enabling agents to access private servers on a user's behalf and driving a 27% increase in MCP usage. I also worked on EU telemetry routing and agentic development workflows. Earlier, at PNI Digital Media Inc., I worked on photo-printing and e-commerce software for self-service kiosks and web ordering.
