Ken's Team History
The original name of CCTech
Originally Contact Center Technologies but then shortened to CCTech as our tool set expanded!
The year that Business Chat/Message Apple launched
2018
Before Tim Campos, we had Mary Demby as our CIO and her favorite holiday was
Halloween!
The project name for Enso
The number of repairs per day (+-5000)
90,000 repairs!!
The number of ITDPs/ECRPs that have converted to the team (+-2)
16! (Philip, Alice, Monica, Sarah, Christie, Sara, Sofi, Sofia, Chris, Eric, Graci, Evan, Julie, Sara, Nils & Sina)
The number of interactions CKit Studio sees in a day on average (+- 5000)
84,320 per day
(there have been 87,213,661 conversations since the beginning!)
All of the IMTs in IS&T (name 3)
Adam Bechtel, Ana Moctezuma, Eric Scheel, Hakan Borglund, Ihab Badr, Murali Vempatty, Scott Hawks, Steve Hester, Tony Griffin
AskApple was previously known as
WebChat!
Dave Smoley once called which team in IS&T the most innovative
"The one that's working on chat"
The number of different cities that Ken's Team members live in (+-3)
10! (San Francisco, Austin, Seattle, London, San Jose, Redwood City, Santa Clara, Dublin, Milpitas, Sunnyvale)
The code name for CKit and Business Chat when we started the projects
Titanium & Winterpeg
IS&T had 600 employees in 2007 and has how many now
6000!
Genesys has been the long-term messaging platform of CCTech but in the past few years, Adnan and Phil have been working on an Apple-in house solution called
The IMT org we're in and the name of the IMT
Enterprise Systems & Scott Hawks!
The 5 portfolios in Conversational Engineering
Customer Engagement, Conversational AI, ConversationKit, DirectMessage, Advisor Coaching
The first bot in CKit Studio
"NLP Bot"
The C-Suite executive that used to be in IS&T
Eddie Cue
The business units Ken's team OFFICIALLY worked with in FY23 (name 6 and you get the credit)!
Apple Care, Retail, Apple Card, Apple Finance, Travel, People, IS&T HelpLine/App
All of Eddie's direct reports are named (name all 6)
Sandeep, Amit, Shain, Andy, Hanook & Tom
The first ever project an ITDP worked on in Conversational Engineering
Support App Chat! (& it was Philip's project!)
The number of intents in the Optimus Prime Model (+-2)
156!
Tim Campos loves startups and hopes to instill startup mentality into all IS&T teams. The name of his startup before coming to Apple was
Woven! (A calendar startup)
All of the products in the ConversationalAI portfolio (name all for full credit)
Dataguard, Insights, Answers, Loop, & Generative AI
All the Apple locations where Customer Systems team members are (name all 8)
SCV, Austin, London, Singapore, Seattle, Cork, Hyderabad, Bangalore