Conversation Design Portfolio

I've created, tuned, and tested Interactive Voice Assistants (IVAs) for over 30 clients across a bunch of verticals—but lately I've specialized in creating IVAs for healthcare use. I mostly work with voice applications, but I also incorporate SMS/text messaging applications in some designs.

I've summarized a few of my most recent projects below. 
Interactive Text Normalization & Voice Samples

I created this project for fun using Claude and Rime.AI. Rime is a startup (started by linguists!) with the goal of creating high-quality AI voices; I love their voices and I find their APIs and guidance easy to use. One part of my design process is to work with clients to find a voice with one of our vendors that aligns with their brand. When I'm presenting voices to clients, I use both personal experience and the latest research to find voices that will work best for the client.
Member Education & Outreach

This is part of an ongoing project for an insurance benefits provider. After a member hears that their claim has been denied, they hear the reason for the denial, then are directed to knowledge base articles for additional help. Currently this is running as a voice-only application, but I'm in the process of developing an SMS application.
Revenue Cycle Management with SMS Integration

This project was designed for a dental service organization, and has helped them recoup thousands of dollars of past-due payments from their patients. The entire application is designed for both inbound and outbound calls, with SMSes being sent automatically in case a call is disconnected. Additional SMS campaigns that can be enabled depending on the individual practice or time of year include insurance balance transfer notifications, overdue account notices that accept promises to pay in the future, and more.