Contact Center is an AI agent customer support experience designed for Marqeta’s debit and credit cardholders. Traditional cardholder support channels are time consuming and place a heavy burden on live agents. I set out to concept an autonomous solution that could efficiently resolve common inquiries while easing demand on human support teams.

Role

Lead Product Designer

Timeline

June - September 2024

Collaborators

Customer Success, Engineers, Product Manager, Sales

Tools

Figma

Framer

Cardholder Support

Disputes and stolen cards are costly to resolve. Marqeta handles this complex support at scale for clients like Coinbase and Instacart.

How might we design a conversational AI Agent to effectively handle cardholder inquiries and reduce the strain on live agents?

Marqeta AI Agent

A conversational LLM powered chatbot that can handle cardholder inquiries with ease and seamlessly handoff to live agents.

Card Replacement

When accidents happen, cardholders can skip the wait and quickly request a new card right within the chat window.

Identity Verification

An embedded KYC captures key cardholder details early ensuring faster, more personalized support without repetitive steps.

Support Feedback

Feedback collection drives continuous improvement of the cardholder support experience and CSAT for live agents.

Design System

Built for consistency and flexibility, making it easy to launch branded financial experiences.

Customization

Designed as a white label solution, the AI Agent’s appearance can be fully customized to match any brand’s guidelines, tone, or visual style.

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