TD Ameritrade Chatbot

Overview:

TDA was looking to help elevate their customer support by implementing a conversational agent when fielding chat queries from customers. We worked with our engineering team inside the Facebook framework to create a conversation model that would scale and ensure that we were putting the user’s needs first and foremost.

People tend to not have a lot of time or patience for these types of “chatbot” interactions, so we wanted to a) get them the information they needed as fast as possible, b) follow-up with clarifying questions or relevant next steps, and c) create an escalation model that seamlessly connected the user to a human agent to finish helping them get what they needed.

Roles: Product Strategy, User Research, Data Discovery, UX Design, Creative Direction, UI Design / Visual Design, Usability Testing