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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