VERIZON · AI ASSIST
Creating a conversation system built to resolve.
Verizon needed conversational self-service that could help customers finish complex support tasks—not simply answer questions.
MY ROLE
Senior Content Strategist · Conversational UX
FOCUS
Architecture · Reusable frameworks
PARTNERS
Product · Design · Technology · Care
OUTCOME
Scalable self-service · Beyond target
37%
reduction in Care support, exceeding the original 30% goal.
01 · WHAT I SAW
A conversation had to end in action.
A fluent answer was not enough if it left customers uncertain or sent them elsewhere.
02 · WHAT I DECIDED
Build the model before scaling flows.
I built a shared path from intent to resolution: recognize, orient, act and resolve or recover.
03 · WHAT I BUILT
A framework teams could reuse.
Intent architecture, conversation patterns and standards gave flows shared logic without disconnected scripts.
THE EXPERIENCE
Self-service that knew how to hand off.
Connái narrowed intent and handled common questions, then connected customers to a live expert without abandoning the conversation.
ENTRY · GUIDED INTENT · CONVERSATION
Escalation wasn’t a dead end.
CONNÁI TO LIVE EXPERT · SAME CONVERSATION
04 · WHAT CHANGED
The team gained a system.
The experience beat its goal and gave teams a repeatable way to design future conversational journeys.
NEXT CASE STUDY
Tracking the cost of a wedding
→
VERIZON · AI ASSIST
Creating a conversation system built to resolve.
Verizon needed conversational self-service that could help customers finish complex support tasks—not simply answer questions.
MY ROLE
Senior Content Strategist · Conversational UX
FOCUS
Architecture · Reusable frameworks
PARTNERS
Product · Design · Technology · Care
OUTCOME
Scalable self-service · Beyond target
37%
reduction in Care support, exceeding the original 30% goal.
01 · WHAT I SAW
A conversation had to end in action.
A fluent answer was not enough if it left customers uncertain or sent them elsewhere.
02 · WHAT I DECIDED
Build the model before scaling flows.
I built a shared path from intent to resolution: recognize, orient, act and resolve or recover.
03 · WHAT I BUILT
A framework teams could reuse.
Intent architecture, conversation patterns and standards gave flows shared logic without disconnected scripts.
THE EXPERIENCE
Self-service that knew how to hand off.
Connái narrowed intent and handled common questions, then connected customers to a live expert without abandoning the conversation.
SELF-SERVICE ENTRY · GUIDED INTENT · CONVERSATION
CONNÁI TO LIVE EXPERT
Escalation wasn’t a dead end.
The customer stayed in the same support experience instead of switching channels or starting over.
04 · WHAT CHANGED
The team gained a system.
The experience beat its goal and gave teams a repeatable way to design future conversational journeys.
NEXT CASE STUDY
Tracking the cost of a wedding
→
VERIZON · AI ASSIST
Creating a conversation system built to resolve.
Verizon needed conversational self-service that could help customers finish complex support tasks—not simply answer questions or redirect them to Care.
MY ROLE
Senior Content Strategist
Conversational UX
FOCUS
Content architecture
Reusable frameworks
PARTNERS
Product · Design
Technology · Care
OUTCOME
Scalable self-service
beyond target
Scalable self-service
Beyond target
37%
reduction in Care support—exceeding the original 30% goal.
01 · WHAT I SAW
A successful conversation had to end in action.
Customers came to AI Assist because they wanted to solve something. A fluent answer was not enough if it left them uncertain, sent them elsewhere or failed to move the task forward.
02 · WHAT I DECIDED
Create a reusable conversation model before scaling flows.
I developed a shared architecture for moving from customer intent to resolution: recognize the need, orient the customer, guide action and confirm resolution or recover intelligently.
03 · WHAT I BUILT
A framework teams could reuse.
I translated the model into intent architecture, conversation patterns, content standards and governance—giving flows shared logic without turning them into disconnected scripts.
THE EXPERIENCE
Self-service that knew how to hand off.
Connái gave customers a clear place to begin, used guided choices to narrow intent and handled common questions conversationally. When a person was needed, the experience connected customers to a live expert without changing channels or abandoning the conversation.
SELF-SERVICE ENTRY · GUIDED INTENT · CONVERSATIONAL SUPPORT
CONNÁI TO LIVE EXPERT · SAME CONVERSATION
Escalation wasn’t a dead end.
The handoff kept the customer in the same support experience and clearly introduced the human expert. That continuity reduced the cognitive burden of switching channels or restating the problem.
04 · WHAT CHANGED
The team gained a system. Customers gained a clearer way through.
The experience reduced Care support by 37%, outperforming its 30% goal, and gave teams a shared way to design and evaluate future conversational journeys.
NEXT CASE STUDY
Tracking the cost of a wedding
→