Axel Castellanos

AI CX Designer

WIZ.AI

Oct 2023 - Dec 2024 (1 year 3 months)

I contributed to improving the Talkbot product, a virtual agent for Mexico so human-like that 98% of users do not realize it is a bot. Development of Solutions for the Virtual Agent Using the WIZ Platform Integrated NLP technologies (ASR, NLU) for advanced virtual agents, optimizing natural language understanding accuracy to over 90%. Managed language and logical configuration for effective and seamless interactions. Design of Conversational Agent Analyzed and documented interactions between users and virtual agents, ensuring more human and natural experiences: • Developed conversational flow diagrams. • Optimized the response database for future interactions. • Collaborated on the architecture of a specialized dialogue for debt recovery

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UX Analyst

*BRADESCARD

Mar 2022 - Oct 2023 (1 year 8 months)

I serve as the intermediary between the company and the development team, designing technological requirements and user flows for self-service systems (IVR and BOT) for retail stores and department stores such as Bodega Aurrera, C&A, Shasa, and Promoda, catering to a customer base of 3 million clients. I analyze problems and provide data-driven solutions to enhance the user experience and improve NPS results. In the design of Virtual Assistants, I achieved an 80% self-service rate on digital channels (WhatsApp and Website), reduced human interaction costs, and increased channel recommendation in the NPS. I apply user stories to understand user needs and adapt them to functionalities. I create and manage features on the Product Road Map. Add

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Scholar

*BRADESCARD

Jan 2022 - Mar 2022 (3 months)

I researched the current operational processes, documented them, and redesigned them to supply cards to C&A and Bodega Aurrera stores in Mexico. I analyzed and improved the operational processes.

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User Experience Designer

May 2020

As a user experience designer, paintball events consultant, I used statistical analysis to evaluate the efficiency of CO2 cylinders. Based on my results, I was able to reduce costs. Furthermore, I conducted a customer experience mapping to identify pain points in the customer journey and ensure a good experience and quality for users in future events.

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Logistics Analyst

Spartan Race

Oct 2019 - Nov 2019 (2 months)

To ensure safety and efficiency in an international event in Guadalajara, I mapped the entrances and exits of vehicles from different directions. This map allowed for a continuous flow so that attendees could arrive and leave the event without any issues and ensure a successful and safe experience.

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Volunteer Service Marketing

Dogsi

Jun 2018 - Jul 2018 (2 months)

I participated in the creation of infographics that illustrate how the service is offered and used to attract new customers. In addition, I collected and managed qualitative data to create promotions for clients.

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Axel Castellanos

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