Led the product development and launch of Sera AI, an AI-powered Microsoft Teams assistant for Xurrent that enables users to create, view, and track IT service requests through natural-language conversations. • Defined product requirements and user experiences for AI-powered interactions across personal chats, group chats, and Teams channels. • Partnered with engineering to design the end-to-end architecture connecting Microsoft Teams, AI/LLM workflows, Xurrent APIs, and workflow orchestration. • Designed channel-based interaction patterns and permission requirements to enable AI-assisted workflows within Teams. • Translated natural-language user requests into actionable ITSM workflows, reducing the need for users to navigate multiple systems. • Drove the product through 0→1 development and supported its launch on Microsoft Marketplace. • Microsoft Marketplace link : https://marketplace.microsoft.com/en-us/product/WA200011505