Making Chatbots is my newsletter all about making solutions for contact-centers. In it I share solutions I’ve created that help customers, CX architects, agents and developers.
I write every article myself, and draw all the diagrams by hand on my iPad.
Who writes this?
My name is Lucas. I love reading, writing, drawing and developing software (which I have done for over 16 years).
The last 8 of those years have been spent passionately developing and sharing solutions within the customer experience space - a space full of empathy and enthusiasm.
At work I’m a hands-on Principal Software Engineer leading in the architecture and development of (to list a few) :
An AI-first advisor platform rolled out to production within 4 months
Voice AI solutions handling 67k+ calls
Advisor facing generative AI solutions saving 90s+ per interaction
AI chat solution handling 65k+ conversations per month
Agentic system for autonomous investigation into degradation of customer service performance
Chatbot testing, monitoring, and developer tooling cutting deployment and regression-testing cycles from over 2 hours to 13 minutes
Chatbot journeys serving over 1 million customer interactions yearly
Alongside all of this, my love of creating and sharing solutions in this space have allowed me to:
Win Orchestrator of the Year, Developer in Genesys’ 2025 Customer Innovation Awards
Create this newsletter with 600+ subscribers
Earned a humble following on LinkedIn - where I discuss my progress on solutions for contact-centers
Speak on Genesys’s podcast about The Power of Community-Driven CX Innovation
Be part of an organisation that won Contact Centre of the Year, and was lucky enough to go up on stage with my much cleverer colleagues
Speak on mainstage at Genesys Create 2024
Speak at Genesys Xperience 2023, as part of the Better Bots, Better Service breakout session
Speak on Genesys's podcast about Building Better Bots Faster
