Andi Virtual Assistant
OVERVIEW: Andi, an AT&T AI assistant on web, mobile web and app; answers questions, provides account data when authenticated and actionable solutions. Andi helped to shift customer support from human-assisted contact to digital self-service through chatbot UI, customer flows, and intent-based support experiences.
MY ROLE: UX design on the foundational conversational self-service experiences for AT&T’s Andi virtual assistant ecosystem.
- Designed conversational experiences across billing, troubleshooting, wireless, internet, devices, and account management.
- Developed reusable conversational design patterns adopted across multiple AI experiences.
- Created fallback messaging when AI confidence was low, helping customers recover gracefully from unsuccessful conversations.
- Designed human-in-the-loop escalation experiences connecting customers to live support when appropriate.
- Designed customer feedback mechanisms including satisfaction ratings and issue reporting.
- Helped define conversational UX standards supporting enterprise AI initiatives.
- Contributed to reduced customer support contacts, increased chatbot containment, and greater customer adoption of digital self-service.
- Collaborated with product management, engineering, content strategy, accessibility, and AI teams throughout product development.
