Conversational Search

OVERVIEW: The new AT&T app puts all customer connectivity in one place, powered by a GenAI assistant (branded as Andi) for faster, more personalized support and device controls. With the AI-powered assistant, customers can quickly get expert advice on shopping or support needs.

MY ROLE: Led initial research and provided UX designs to help define AT&T’s AI Conversational Search experience integrating traditional search, conversational AI, generative responses, and virtual assistant capabilities.

• Created research plans, usability studies, and testing guides to validate AI, search, and chatbot experiences.
• Conducted qualitative usability studies using UserTesting.com to understand customer behaviors, needs, and pain points.
• Synthesized research findings using enterprise AI tools to identify behavioral patterns and presented actionable recommendations through executive-ready visuals.