A conversational AI chatbot that helps bank customers get instant answers, take action on their accounts, and connect with live agents, all within their financial institution's app.
Traditional banking support meant long hold times, branch visits, or navigating unhelpful FAQ pages. As customer expectations shifted toward instant, personalized digital experiences, financial institutions were falling behind.
Give financial institutions a configurable AI chatbot that deflects support volume, improves customer experience, and keeps users within the app.
I led design for the end-to-end chatbot experience, from the conversational interface to the AI configuration tools that let financial institutions customize how Abe responds.
Abe needed to work for dozens of different financial institutions, each with their own tone, services, and compliance requirements, while still feeling personal and helpful to every end user.
The solution was a layered approach: a consistent, well-designed conversation interface for end users, paired with a robust AI configuration layer that gave clients control over how Abe behaved, what it could say, and when to escalate to a live agent.
Designed a chat experience that feels natural and fast, covering account queries, payments, budgeting, and financial planning in one surface.
Built a set of adjustable parameters that let institution clients tune Abe's tone, capabilities, and response boundaries to match their brand and compliance needs.
Designed a seamless escalation path from AI to human support, so customers never hit a dead end when Abe couldn't resolve their issue.
Abe gave financial institutions a configurable, scalable support tool while giving customers a genuinely useful in-app experience that could answer questions and take action in real time.
End-to-end flows covering the full range of customer interactions, from simple account queries to payment actions and live agent handoffs.
A reusable component library built to support rapid iteration across conversation types and institution configurations.
Adjustable parameters that give institution clients control over tone, capabilities, and escalation rules without engineering involvement.