The context
Grab is Southeast Asia's super app. As Senior Technical Program Manager, I led technology product initiatives across ride-hailing and customer support, launching data-driven features and AI tools with quality loops: evaluation metrics, guardrails and quarterly reviews.
What we delivered
- Grab Support Bot: a chatbot platform integrated with workflows, CRM and knowledge systems, reducing operational cost 15% and resolution time 30%.
- Cloud efficiency: a 15% reduction in AWS spend across ride-hailing services.
- Operating model: evaluation metrics and guardrails as a standing part of each quarter's plan, years before "AI safety" was a job title.
What it taught me
A support bot is a production agent with a human in the loop. The habits that made it work, measure every change, bound what it can do, keep a path to a person, are the same habits that let agents act alone today.