Freelancer profile translated to English.
Back to original languageAbout Glenn
Senior Digital Consultant, AI / Conversational, UX Designer.
Passionate about AI, Blockchain, and the impact these technologies will have from a business and social perspective.
8 years in digital, including 4 years of experience as an agency director in Shanghai, during which I managed the development of my startup/team and handled projects for major clients such as BonGrain, Pernod, AirFrance, etc.
Strong expertise in AI projects, conversational design / Chatbots.
Particularly in service design, technical architecture construction, and Semantic / NLU & NLP issues, having led the industrialization efforts for the Webhelp and AccorHotels groups on this subject.
Very good technical understanding and experienced UX designer with over a hundred projects (chatbots, apps, e-commerce, social networks, CRM / ERP, etc.) to his credit.
French
Native or bilingual
English
Native or bilingual
Spanish
Fluent
Chinese
Basic
Can work on-site
Paris (up to 50km), Paris (up to 100km), Lyon (up to 100km), Nantes (up to 100km), Bordeaux (up to 100km)
Experience
- AccorHotelsConversational Projects Director / FacilitatorHOSPITALITYOctober 2017 - Today (8 years and 8 months)Paris, FranceDesign and management of the development of the "LMS" (Language Management System) enabling the pooling of all customer knowledge within the AccorHotels group: a single brain, fed by all contact points, serving the group's 25 brands.Management of industrialization and technical/architect leads to create a conversational platform agnostic to the different solutions chosen. Possibility for each component to be replaced by a new component without issue (e.g., changing NLU solution from Rasa to Dialogflow).Study of the Rasa solution, on NLU and the Rasa Core stories system enabling the creation of dynamic conversational flows.Conversational design and team support on numerous use cases.
- MFG LabsSenior UX Design / Project ManagerDIGITAL AND ITJune 2017 - October 2017 (4 months)Paris, France- Use Cases developed: customer recommendation (reduction of hyper-choice via profiling and clustering), automated customer support, vehicle trade-ins, route calculation, activation & storytelling, etc.- Definition of Use Cases covered by Chatbots through data analysis and ideation/Design Thinking processes- Conversation Design / UX using various prototyping tools like Botsociety, Sketch & Chatfuel- Development Management: sprint phase management, training, and QA- Support for launches, media coverage, updates, and reversibilityClients: mission carried out for various major accounts - French Telecom, French and foreign automotive brands, Large retail, Transport, Media, Luxury, Sports, Logistics.
- WebhelpSenior Consultant / Project ManagerTELECOMMUNICATIONSMarch 2017 - September 2017 (6 months)Paris, FranceWebhelp is one of the global leaders in the BPO (Business Process Outsourcing) sector. The group has over 35,000 employees and is present in more than 25 countries.- Optimize the understanding of customer relationship Chatbots for two major groups through the redesign of the comprehension base (semantic).- Train clients and lead reversibility workshops.- Design and manage the development of 4 PoCs covering recurring needs identified with Webhelp group clients.- Lead the industrialization process for future Chatbots.Mission carried out for various major accounts: Energy (Fr & UK), Red by SFR, French airline company.
Reviews
Recommendations
CL
FU
+4
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Education
- Master in Digital MarketingESSCA2013
- Blockchain in the Energy Sector - InnoEnergyFutureLearn2018This online course offered a clear overview of how and why blockchain will take over the energy sector, optimizing old processes and empowering the customers like never before. A new paradigm where users can buy and sell energy from and to each other.