Danny Peguero
GenAi, Conversational AI, and CCaas in MIchigan
With 23 years in IT, I am a distinguished CCaaS architect and conversational AI engineer who seamlessly merges linguistic expertise with cutting-edge AI innovation. My specialization in Generative AI, Conversational AI, and Large Language Models (LLMs) drives the creation of intelligent contact center ecosystems designed to grasp human nuances, scale effortlessly, and evolve dynamically. My work spans leading platforms including Amazon Connect, Genesys Cloud, Google CCAI, and Azure AI, consistently delivering voice and chat solutions that prioritize exceptional user experience and operational efficiency.
What I Build:
- Intelligent Contact Centers: I architect AI-driven voice and chat solutions, including custom STT and TTS engines tailored for specific dialects and jargon, achieving up to 92% accuracy in specialized domains like automotive (e.g., Hyundai/Kia assistants). My self-service excellence includes PCI-compliant payment and scheduling flows via Apex APIs, proven to cut IVR drop-offs by 40%. For agent empowerment, I implement real-time call summaries and next-best-action recommendations with Salesforce Einstein, reducing manual work by 50%.
- Enterprise Solutions: I design and deploy robust solutions across platforms such as Amazon Connect and Google CCAI, where I've built scheduling systems that cut call times by 55%. With Genesys Cloud, I've engineered AI routing and WFM integrations, accelerating resolutions by 22%. My expertise extends to Azure AI and Salesforce SCV, deploying Einstein transcription and analytics to boost productivity. Furthermore, I bring deep conversational AI expertise in platforms like ChatGPT, Dalle, Kore.ai, and Agent.ai to craft human-like interactions.
How I'm Different:As a Linguist, Architect, and Coder, I bring a unique blend of skills. My linguistic precision, utilizing phonetic analysis (Praat) and discourse research, allows me to create phonology-aware flows that cut escalations by 35%. Technically, I debug ASR systems, deploy complex Apex integrations, and build multi-cloud CCaaS solutions with strict PCI/HIPAA compliance. My approach bridges research to reality, transforming academic insights into practical AI solutions that deliver tangible impact.
Let’s Connect
Passionate about humanizing AI and innovating contact centers? Need a CCaaS architect, STT/TTS technologist, or AI expert for payments and automation? Connect to build solutions that listen, understand, and deliver.