VERIZON AI ASSISTANT
CHALLENGE
Designing Verizon's AI assistant chatbot presented a list of challenges that demanded a nuanced approach and innovative thinking. Verizon's customer base spans various demographics, each with unique preferences, requiring the AI assistant to cater to a wide spectrum of inquiries. Prior to this launch, prospect and existing Verizon customers were constantly voicing their frustrations with the current chatbot which utilizes live chat agents. The current experience had a myriad of issues which included connection latency, confusing prompts and agents that didn't answer their questions. Overcoming these challenges involved providing solutions with this new AI tool and creating a delicate balance between technological advancements, user-centric design, and continuous refinement. In order to deliver an AI assistant that truly enhances the Verizon customer experience.
SUMMARY
For this Verizon AI assistant project the goal was aimed at enhancing customer interactions within this new tool. This innovative solution revolves around conversational design that enables seamless and intuitive interactions between the customer and the AI chatbot. Building out the conversational design system allowed us to create various elements, including conversation flows and user interface components, ensuring Verizon's AI assistant delivered enhanced and personalized experiences for all of its loyal customers.
ROLE
Senior Designer responsible for the overall design and build out of the conversational design system and user interface elements for this generative AI assistant.
CONVERSATIONAL DESIGN SYSTEM
The Verizon conversational design system serves as the foundational framework that shapes the interface and identity of the new AI assistant. This comprehensive system encapsulates a set of design principles, guidelines, and components crafted to ensure consistency and coherence across all touch points. By establishing a unified visual language, typography, color palettes, and interface elements, the design system fosters a recognizable and intuitive identity for the AI assistant.
COLORS
The Verizon AI assistant employs a color palette that is clear and consistent helping to reinforce the Verizon brand and identity. While also maintaining its rules and accessibility guidelines.
TYPOGRAPHY
Verizon Neue Haas Grotesk is the main typeface for the AI assistant and is an essential part to the brand identity. It is impactful, clear and easy to read.
Verizon NHG eDS and DS (eDisplay and Display)
- eDisplay is used for visual impact, type sizes 13px and above. For example, in titles and subtitles.
- Display is used for larger text sizes on digital, type sizes 32px and above. For example, in titles.
Verizon NHG eTX (eText)
- eText is used for legible body small and micro text only, type sizes 12px and below. For example, page body text and legal.
LAYOUT
The Verizon AI assistant layout can be divided into single or multi-item layouts to help arrange content in the interface.
Speech Bubbles
- Speech bubbles are left aligned and extend across a maximum of 3 columns and a gutter.
Widget Placeholder
- The Widget placeholder spans all 4 columns of the grid.
UI DESIGNS
The Verizon AI assistant screens consist of the fundamental components that have been established in the conversational design pack. Adhering to strict guidelines that have been placed, as well as keeping a consistent and easy to follow experience for the customer as they interact with the tool.
PREDICTIVE
This predictive flow shows two great examples of the Verizon AI assistant utiziling our conversational design system components. The first example showcases the assistant's predictive messaging to a customer who just purchased a new device and the second example shows how the AI tool is able to pull in a previous conversation between an agent and a customer with the option to generate a summary from the last call.
MAKE A PAYMENT
For this flow, the widget component is able to display a customer's current balance and gives the option for the customer to pay directly in the tool's interface without having to navigate through multiple pages in Verizon's main website. Customers are now able to view, confirm and pay their bills all in one conversational layout.
PHONE CALL
The revamped phone call flow shows components being used in a new way with inline form fields and a muti-choice support option feature, reducing the amount of steps it takes to get a call back from a Verizon agent.
VERIZON'S AI FUTURE
Verizon continues to push the boundaries in generative AI within its company. From its network optimization, customer service automation, and content generation. Verizon has been leveraging AI algorithms to enhance its products and tools to improve overall performance and reliability.
This new AI Assistant chatbot is a great example of how generative AI models are being used to assist customers in a human-centric approach, creating guided flows for them in a very personalized way by understanding who they are and what might work best for them on an individual basis. For the future, Verizon plans to continue researching and developing ways to enhance the experience within this AI assistant and ultimately aim to deliver more tailored, efficient, and innovative solutions to their customers.
LINKEDIN
BEHANCE