> changelog –role-update

In July 2025, I stepped into a new role at Automattic: AI Integration Specialist for WordPress.com. After years as a Happiness Engineer helping WordPress.com users directly, I’m now leading a team focused on making AI-powered customer support smarter and more effective.

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Why the shift

For years, I watched AI tools evolve from simple chatbots into genuinely useful support assistants. At WordPress.com, we introduced our AI support bot and I became increasingly involved in reviewing its responses, analyzing its accuracy, and figuring out how to make it better.

When the opportunity came, it felt like a natural next step. I already knew the support landscape inside and out. Now I could focus entirely on the intersection of AI and customer experience.

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What the role involves

My day-to-day includes collaborating with colleagues, on different teams to keep our AI initiatives aligned with the bigger picture. I coordinate bot response reviews with Squad members, publish weekly updates, and dig into our Bot’s trends and patterns to find opportunities for improvement.

It’s a mix of strategy, data analysis, coordination, and hands-on evaluation. Every day is different, and I love that.

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What’s ahead

I’ll be sharing more about this journey and what I’m learning about AI in customer support, the challenges we’re tackling, and the wins along the way.