Huzayfah Patel
@huzayfahpatel
I optimise AI support and knowledge systems for complex legal SaaS products.
United KingdomWhat I'm looking for
At The Access Group, I own AI performance across four legal case management products, training and optimising Intercom Fin to improve resolution rate, AI maturity, and AI involvement rate.
I design Fin workflows that shape how support queries are triaged, answered, and escalated. I also manage the full customer-facing knowledge base, maintaining a 97% Content Quality Index through a governance framework for consistent structure, tone, and formatting.
I use custom reporting and root-cause analysis to identify AI performance gaps, reduce inbound ticket volume, and prioritise content improvements. As the primary Intercom administrator after a Salesforce migration, I manage permissions, onboarding, troubleshooting, and team training.
My technical support background includes SQL querying, XML template troubleshooting, Active Directory, Entra ID, and Citrix administration. I enjoy working close to the technical layer to understand why AI agents underperform and configure better platform behaviour.
Experience
Work history, roles, and key accomplishments
Digital Support Engineer — Knowledge & AI Operations
Jan 2024 - Present (2 years 7 months)
Sole owner of AI performance across four legal case management products, responsible for AI resolution rate, AI maturity, and AI involvement rate. Maintains a Content Quality Index score of 97% and serves as primary Intercom administrator.
Delivered 1st and 2nd line technical support for legal business software, maintaining 100% SLA adherence. Used SQL for database querying and diagnosed issues within XML templates.
IT Technician Traineeship
IT Career Switch
Nov 2020 - Jul 2021 (8 months)
Completed a structured programme covering CompTIA A+, Security+, Network+, ITIL v3, and Cisco CCENT.
Education
Degrees, certifications, and relevant coursework
CompTIA
CompTIA A+, Information Technology
Earned CompTIA A+ certification.
Batley Grammar Sixth Form
A-Levels, General Studies
Completed A-Levels at Batley Grammar Sixth Form.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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