Yizel is a Conversation Engineer on the Machine Assistance team, focused on improving customer support through dialogue optimization of the Autodesk Virtual Agent. In her role, Yizel analyzes conversations between Autodesk customers and AVA to inform and enhance Autodesk Virtual Agent’s dialogue design and natural language understanding. With a degree in cognitive science from UC Berkeley, Yizel applies the science of human behavior to the design of our customer support virtual agent, comparing the pitfalls and successes of conversations between humans to those between humans and machines.