Lucy Bosher

Architected and deployed an agentic AI CSR-facing solution integrated with the internal knowledge base using Microsoft Copilot Studio, providing real-time, verbatim call responses to ~250 customer service representatives. Currently leading development of co-authoring, AI call summarization, and a specialized compliance agent connected to internal taxing systems.

I'm currently an Automation Engineer for Contact energy, leading their Agentic Ai adoption program. I have developed, designed and deployed the first agentic agent that is currently being used by over 200 CSRs and have another 2 agents ready for production. These range from RAG agents to summarisation, action performing, career coaching and internal development.

As an AI specialist at Vodafone I was responsible for designing and building the customer facing chatbot TOBi. I designed the customer flows and journeys, the UX design, chatbot look and feel and persona. I was also involved in the migration from on prem to cloud IVR migration and designed the customer journeys as well as developed the intent based routing for the NLU experience.

Led end-to-end customer journey mapping and conversational flow architecture for enterprise virtual assistants across AWS Lex and IBM Watson. Improved routing accuracy and increased bot containment rates by analyzing real customer interaction data and refining intent mapping.

Evaluated operational workflows and customer pain points across digital and voice channels to deliver data-backed continuous improvement recommendations. Produced and presented current-state analysis and end-to-end solution designs to senior business units to align operational change with customer experience goals.

Progressed through collections and customer service roles, building a deep understanding of customer pain points and frontline call dynamics. Applied this frontline knowledge to inform later conversational AI and IVR architecture work.

Completed an NZQA Project Management Level 4 qualification in 2019.

Completed conversational copywriting / conversation design training with the Conversation Design Institute (formerly Robocopy) in 2019.

Completed Agile ways of working training as part of a company-wide transformation to Scaled Agile in 2018.

Incompletely completed a Bachelor of Science with major focus on Computer Science (e.g., CompSci 101: Java/C++ and Calculus) during 2012–2014.