Ирина Крякунова

I am passionate about optimizing customer support through the strategic use of AI, bots, and process automation. With over two years of hands-on experience, I’ve helped transform the customer support experience by creating user-friendly, AI-optimized content and building automations that empower customers to find solutions independently.

Key Achievements:
✨ AI and Bot Optimization: Led the development and implementation of AI-driven customer service solutions, raising the resolution rate of user queries via AI and bots to 55%+, significantly reducing the need for manual intervention and improving overall customer satisfaction.
✨ User-Facing Content Management: Managed and improved user-facing content across multiple platforms to ensure it was both user- and AI-friendly. This included creating, updating, and maintaining knowledge bases and troubleshooting materials that are easy to navigate, while also being optimized for AI.
✨ Automation & CRM Expertise: Built automated workflows within Intercom and supported users in utilizing SalesForce effectively. While not deeply proficient in Salesforce, I provided assistance to team members and leveraged my understanding of CRM systems to enhance efficiency and streamline customer interactions.
✨ Team Leadership & Content Quality Control: Oversaw the quality of content created and updated by my team, ensuring alignment with brand standards and best practices. By fostering a collaborative environment, we successfully reduced the volume of incoming support requests by empowering our customers with self-service solutions.