AI Chatbot Uplift and Backend Migration to AEM

Product requirements and technical shaping for RACV's next-generation AI chatbot — migrating from a static backend and React SPA to an AEM front-end integrated with Salesforce's generative AI inference engine via a connector layer

• Authored product requirement for the next-phase of the chatbot enhancement defining the shift to a RAG-grounded, context-aware conversational AI
• Defined seamless human hand-off to Salesforce Messaging with full conversation context (question history, bot responses, escalation reason) preserved, addressing the high forced-escalation rate seen in the prior experience.
• Established the governance, guardrails and managed knowledge-base framework required to safely extend generative AI into authenticated and transactional journeys, plus an Adobe Analytics reporting uplift for containment, intent-accuracy and response-quality monitoring.