03 / Richpanel
2021
Self-Service AI
Conversational Self-Service Support
A conversational self-service system that lets customers resolve orders, returns and tracking without waiting for an agent — with smart escalation when a human is genuinely needed. I designed the customer-facing chat experience, the dynamic flow management tools, and the support-team dashboard behind it.
The challenge
Most support tickets are repetitive — where's my order, how do I return this. The goal: deflect the repetitive 60% beautifully, and hand off the hard 40% with full context so customers never repeat themselves.
What I did
- Designed the conversational self-service interface and mobile chat widget
- Created the dynamic flow-management builder for support teams
- Designed the smart escalation system with full conversation handoff
- Designed the dashboard where teams monitor automation performance
60%Tickets deflected to self-service
+25%Onboarding conversion after revamp
24/7Instant resolution, no queue
