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I design, build and improve AI chatbots and voicebots (RAG, LLM) that serve and qualify your customers. Cognigy and Freshworks specialist working as Product Owner, from scoping to launch.

a person using a chatbot on his phone to buy a product, talk to customer service or order
Digital marketing strategy session with customer working in a group as a consultant | Hortensia TS

Conversational AI & Chatbot Consultant

A conversational AI chatbot is a virtual assistant that serves, guides and qualifies customers through chat or voice in natural language. As a freelance consultant with 15 years of international experience, designs and launches chatbots and voicebots as a Product Owner, using Cognigy and Freshworks, from functional design to deployment.

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Who is it for?

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  • Companies with a high volume of repetitive customer service queries.

  • Teams that want to qualify leads automatically.

  • Organizations whose chatbot underperforms and needs analysis and improvement.

  • Companies that want their assistant to answer from their own documentation (RAG).

  • Teams that need a conversational AI Product Owner.

 

 

Working on a performance marketing campaign for a customer using my laptop and drinking some tea as a consultant Hortensia TS

What's included


Strategy and use cases

Identifying which queries to automate, measurable goals and project scope.

 

Conversation design and UX writing

Flows, scenarios and copy that guide the conversation and reduce user frustration.

 

Implementation with Cognigy and Freshworks

Setup and deployment of chatbots and voicebots, with handover to human agents when needed.

 

Generative AI: RAG and LLM

Assistants that answer from your company’s documentation, with clear rules on what they can say.

 

Analytics and continuous improvement

Conversation analysis and KPIs to spot failures and optimize the experience.

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Product ownership

User stories, Jira backlog and agile methods to coordinate business, development and vendors.

 

Results

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  • −40% conversation handling time, chatbot versus human agents. Cognigy · administrative queries (policies, address changes, referral to legal).

  • 5% reduction in support team escalations

  • Certifications: NiCE Cognigy Specialist (February 2026) and Professional Scrum Product Owner (PSPO I).

How I work

 

Discovery and use cases: what to automate, with what goal and how it will be measured.

Design and backlog: conversation flows, copy and prioritized user stories.

Implementation and testing: platform setup, integrations and user testing.

Launch and improvement: go-live, KPI tracking and ongoing adjustments.

FAQs

Don't know where to start?

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