Luke Zaller
Fractional AI leader and customer experience executive, Los Angeles
Co-Founder & Head of AI at Scaled Comp. 15+ years leading global customer support organizations at Eptura, Smartsheet, and PatientPop.
I sit at an intersection most people only talk about. I've spent 15+ years running the customer-facing organizations that have to adopt new technology, and over the past year I've been building the AI systems myself.
The operator side
I built and scaled global support and customer experience organizations at Eptura (Thoma Bravo), Smartsheet, and PatientPop — 24/7 follow-the-sun operations, post-acquisition integration of nine separately run teams, offshore and BPO delivery models, and the metrics that prove it worked: 93% CSAT through a full consolidation, an 82% reduction in resolution time, a 30% lift in services capacity.
The builder side
I co-founded Scaled Comp, where I architected production AI systems on the Anthropic Claude and OpenAI APIs — extraction, classification, and agentic workflows applied to California wage-and-hour compliance — along with the governance framework that makes AI defensible in a regulated, litigation-exposed environment.
Through Advising.LA, I bring that to other organizations as a fractional AI leader — a part-time Chief AI Officer for companies that need one: finding where AI actually creates value, building the AI governance and adoption model around it, and getting from pilot to production without losing the team along the way.
What doing both has taught me
The technology is the easy part. The hard part is redesigning how work gets done, earning adoption from people who didn't ask for change, and knowing where automation should stop and human judgment should stay. That's the work I'm good at, and it's the work most AI initiatives fail on.
Where I've worked
- Scaled Comp — Co-Founder & Head of AI
- Eptura (Thoma Bravo) — Global Vice President, Support & Operations
- Smartsheet — Head of Global Customer Care Operations
- PatientPop — Head of Customer Support & Shared Services
- DJO Global — Head of Global Customer Care
- AMN Healthcare — Senior Director, Client Experience Delivery
- Infrascale — Global Director, Customer Success & Technical Support
Deep experience in regulated environments: healthcare, legal compliance, FedRAMP.
B.A., Political Science & Philosophy, Loyola Marymount University.
Technologies and tools
Anthropic Claude API & Claude Code, OpenAI, Python, Pandas, RAG and agentic workflows, AI governance frameworks, Salesforce Service Cloud, Zendesk, Azure, AWS, Power BI, Tableau.