Laura Cross is a seasoned professional with extensive experience in chatbot development and content management. As a Senior Chatbot Advisor at AARP since January 2018, Laura has been instrumental in managing and designing conversations for multiple customer service chatbots, including the Salesforce Einstein-powered bot. Laura's expertise includes analyzing chat transcripts for user-friendliness, collaborating with teams for functionality testing, and ensuring chatbot copy aligns with other customer service channels. Prior to AARP, Laura worked as a Freelance Digital Editor and Writer at Service Corporation International and contributed to the launch and growth of Vetstreet.com. Laura holds a Bachelor’s Degree in English from the University of Virginia.
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