All my work
PwC · GenAI and automation
Enterprise AI at PwC
Three programmes where I helped move AI and automation from a promising idea into everyday operations.
2023–25Enterprise AIaiengineering
The problem
The organisations I worked with wanted better customer service, but they also had legacy systems, careful release processes, and many teams that had to move together.
My part in the work
As a manager at PwC, I worked between business, product, engineering, and operations teams. My job was to help people make sound decisions and carry them through delivery.
What was involved
Conversational AIAutomated testingContact-centre architectureRelease governanceAdoption and value metrics
What I did
- I helped deliver a GenAI conversational programme in a 2M+ user environment.
- I designed an automated approach to IVR and chatbot testing so teams could release with more confidence.
- I worked on the redesign of a utilities contact-centre architecture to support more demand.
- I kept product, architecture, operations, and client teams aligned when decisions became difficult.
What changed
- 30% improvement in service efficiency.
- 50% reduction in release cycles.
- 40% increase in contact-centre capacity.
Why I include this work
I include this work because enterprise AI succeeds or fails through people, adoption, controls, and delivery—not through the model alone.