Project Vera

• Designing a customer service chatbot using leading AI platforms
• Directing the UX design for complex conversational interfaces
• Using design thinking techniques to learn about customer interactions with a chatbot

Project Vera, Cathay Pacific' take on a personal intelligent assistant, was born out of a prototype I demoed to the company’s C-suite. At the time, the airline's call centre was looking for opportunities to tackle the long wait times and drop rates experienced by customers. Being a perfect fit to assist with this task, Vera’s first incarnation was as a baggage chatbot on the flagship website and mobile app. She currently handles tens of thousands of conversations a day and is responsible for a notable reduction in baggage-related inquires to the airline call centre. 

The project exposed me to exciting new challenges in working with AI technology and designing for the complexities of language. What I am proudest of, however, is that my team developed entirely new customer service channel for Cathay Pacific in record time, while promoting a culture of constant testing, iteration and improvement. Vera has now become a key component of the airline's digital self-service strategy with plans to continue growing her knowledge and capabilities in new service areas.