Most AI consultants have built a chatbot. Very few have sat on the other side — accountable for what happens when millions of customers meet a support operation that has to answer every one of them.
At Dell, I was a strategic advisor to the Chief Customer Officer, turning customer-experience analytics into decisions for a global business — including early machine-learning models linking CX improvements to financial results.
At Meta, I did capacity planning for a support operation of more than 20,000 agents across 200+ countries, building forecasting models that decided where the people — and the money — went.
At CVS Health, I led business intelligence for a 2,000-person healthcare contact center, where my work included frameworks for measuring whether AI chatbots actually help — deflection, escalation, and cost per conversation, not vanity metrics.
That last question — does the AI actually resolve the customer's problem? — is the one I kept seeing answered badly. So I founded Deia Solutions to answer it properly: agents grounded in your real knowledge base, measured like a contact center, with escalation to humans designed in from day one. Recent client work includes full-stack healthcare AI applications built to HIPAA standards.
Deia Solutions is also the parent of SimDecisions, which began as an online contact-center simulator and has grown into governed AI orchestration — simulate any decision before you execute it. Coming later: shiftcenter.com, contact-center scheduling built for SMBs. Same thesis throughout: operations decisions deserve real models, not guesswork.
