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"How might we use emerging technologies such as AI/MI to improve the customer experience, more specifically within the chat window?"
Guided by AMEX’s 'How Might We,' we analyzed the current chat experience to uncover key friction points and gaps. Through user-centered research, we identified three core problems—each reframed as a strategic opportunity for personalization and service improvement.
100% of consumers felt that their customer service interactions lacked the resources to help them and there was no accountability.
100% of consumers said they were delighted by immediate and personal resolutions to their issues, when asking for assistance.
100% of consumers want to have a paper trail of their customer service interactions.
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How might we deliver faster, more reliable customer support by leveraging AI personas and machine learning to boost user satisfaction and support team productivity?
With just 24 hours to deliver a working chat experience and AI assistant, our goal was to hand off a prototype that clearly demonstrated a personalized support flow. While designing for quick, helpful interactions, we faced a key challenge: where should users first access the Express Lounge to start their journey?
By applying AMEX’s familiar UI patterns and colors, we created a prototype that not only aligned with their brand—but also gave users a clear, intuitive path to access the Express Lounge with minimal friction.
