Currently at Microsoft Dynamics 365 Customer Service.
Hi, I'm Najeong. I design agentic, conversational enterprise AI over dense CRM data in Microsoft Copilot for Service.
Before Copilot, real-time and historical analytics — dashboards supervisors act on while the queue is still moving.
co-authorAI Product MakersHanbit Media, 2026 · 332 pagesAn agent that reads past service conversations to learn why customers actually call, then guides reps with next best actions mid-conversation. I led the design end to end.
AI Agents · Enterprise · Agentic UX
Read the case studyCopilot for service reps who are already mid-conversation with a customer. I led the overall Copilot design direction from the earliest releases onward, including proactive suggestions, inline citations, and the prompt library.
Conversational UX · LLM · Copilot
Read the case studyAn agentic system that plans, executes, and delivers multi-step workflows across your Microsoft 365 environment. I led the Customer Service plugin design in Cowork.
AI Agents · Human-in-the-loop · Enterprise
Two years of analytics and BI design for Dynamics 365. Dashboards that turn contact-center data into decisions supervisors can make while the queue is still moving.
Data Viz · Analytics · Dashboards
Led Microsoft's annual internal design event. 2,300+ participants across the company.
Real-time dashboards for restaurant Point of Sale. Operators watching live orders, sales, and CRM data as it moves.
Dashboard · Real-time · CRM