Making Chatbots is a newsletter all about making solutions for contact-centers. In it I share my experience creating solutions for Genesys Cloud that help customers, agents and developers.
Who am I?
Hello! My name is Lucas and I love writing software for contact-centers, and sketching.
I’ve been developing software for over 15 years, and the last 5 years of those have been within the contact-centre space where I've written:
Software that agents use
Chatbots (and their backend services) that customers use
CX as Code processes and tooling that developers use
I love creating and sharing solutions in this space so much that I:
Am a Finalist for Orchestrator of the Year in Genesys’ 2025 Customer Innovation Awards - waiting to hear who has won 🤞
Created this newsletter
Earned a humble following on LinkedIn - where I discuss my progress on solutions for contact-centers
Am 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
Spoke on mainstage at Genesys Create 2024
Spoke at Genesys Xperience 2023, as part of the Better Bots, Better Service breakout session
Spoke on Genesys's podcast: Tech Talks in Twenty about how to ‘use automation to build better bots, faster’
