Graham supports Wayfair’s customer service and B2C sales machine learning departments. This org builds machine learning products that streamline customer interactions with Wayfair’s live associate contacts through methods like phone and chat, drive virtual assistance products, and prevent and remediate incidents occurring with customer orders. Graham’s teams operate with the goal of using data to drive the best customer experience for Wayfair’s customers while economizing our operations. Graham’s natural language processing teams are currently working on augmenting our associate-customer interactions using generative AI technologies. Previously, Graham headed data science and machine learning engineering operations for a software consultancy in the financial services, supply chain, and energy verticals.