splose is an all-in-one practice management system that makes work easier for allied health professionals. splose is used in Australia, New Zealand, and the UK. splose has extensive features, including online booking systems and advanced dictation and transcription AI for practitioner/client sessions.
As a Knowledge & Content Specialist within the Product Team, my role consists of the following:
Writing, producing, and editing help documentation
Chatbot optimisation, based on data-driven decisions, to reduce the amount of human intervention required for customers to find solutions
Help Centre optimisation, including information architecture analysis
Analytics analysis to increase bot performance and self-service utilisation
Video production for product releases and marketing events
Working cross-functionally with Engineering, Marketing, and Growth to ensure that content is updated and customers stay in-the-know
Knowledge & Content Specialist @ splose
Help Centre Documentation
The splose Help Centre houses the compendium of knowledge for the splose platform.
Optimisation is crucial, as both customers and internal team members reference this everyday.
Since commencing in September 2025, I’ve initiated various content optimisation projects, such as:
A revamp of the basic article format
Information architecture analysis
Prioritising keywords to ensure chatbot optimisation
Rewording of important articles to ensure strong SEO performance
Reducing searches with no results to improve user experience
Chatbot optimisation
Bobby is a powerful chatbot that references public content as well as internal snippets to guide customers towards a solution while minimising human support intervention. This helps free up time for other crucial tasks, while still maintaining high customer satisfaction scores.
Bobby requires the content to be well-written, clear, and concise to be able to be relayed to the customer effectively. Since implementing the above, Bobby has recorded the following improvements:
86.2% conversation resolution rate (target: >85%)
95.9% answer rate (target: >95%)
84.9% Deflection rate
94.8% CS score (target: >95%), an increase of 12% since September 2025
97.1% CSAT score (target: >95%), an increase of 15.2% since September 2025
Video Production
My video production for splose covers both end-to-end production for instructional Help Centre videos for features, as well as scriptwriting and lo-fi graphics for SPARK, splose’s biggest product showcase for the year.
Performance Overview - SPARK ‘25 (scriptwriting & visuals)
AI Blocks - SPARK ‘25 (scriptwriting & visuals)
Help Centre video (full end-to-end production)