Justin is currently a Principal Analyst in Gartner's Enterprise Operations team. His coverage area includes AI, Conversational User Experience (UX) Design, chatbots/chatbot performance analytics, and generative AI including content creation and summarization.
Justin previously spent several years working in the management consulting industry where he deployed production-grade Conversational AI solutions for Fortune 100 clients. While his focus was primarily on the Healthcare and Life Sciences sector, he has experience working in the Communications and Aerospace/Defense sectors as well.
Designed and implemented conversational AI solutions for clients in both development/technical (technical architecture, full stack engineering) and project management roles.
International Business Machines
Senior Strategy and Analytics Consultant
Analytics, BI and Data Science Solutions
Artificial Intelligence
Customer Service and Support Technology
Bachelor of Science and Master of Professional Studies degrees, both in Information Science from Cornell University. Studies focused on Behavioral Psychology, User Experience, Robotics, and Ethics.
1Chatbots/Conversational AI Solution Architecture (especially Contact Center AI)
2Generative AI/Prompt Engineering
3Natural Language Processing (text classification, sentiment analysis, clustering)
4Chatbot Analytics and KPI Measurements