I have been an on-prem Senior Experience Designer for Verizon, the US Telco Company, through Publicis Sapient.
Being a part of the conversational AI team at Verizon, my primary focus was designing Gen-AI powered assistant experiences for frontline employees (customer care agents), with an emphasis on conversational UX, workflow optimization, and enterprise-scale AI interactions.
Due to strict NDA and confidentiality agreements, I'm unable to publicly share interface designs, workflows, or detailed project artifacts. Instead, the following highlights focus on the nature of the work, design thinking approaches, and organizational impact delivered during my tenure.
I would be happy to elaborate further on the work and process in a personal conversation.
1. Gen-AI Assistant for Customer Care Agents
I was part of the core design team that envisioned and design a more connected Gen-AI assistant experience for frontline customer care agents across mobile, home internet and retail support channels.
At that time, each channel operated on different platforms with separate chatbot experiences, creating inconsistencies in workflows and information access. I was one of the core designers who worked toward a more unified assistant ecosystem by introducing shared conversational patterns, smarter AI capabilities, and common experiences across platforms.
Key contributions included:
- Billing SLM: Designed an AI-generated bill summary experience that helped agents quickly understand changes in a customer's bill, with the ability to explore deeper details when needed.
- Proactive Churn Nudge: Designed a real-time AI notification system that alerts agents when a customer showed signs of potential churn, enabling timely retention support during live conversations.
- Unified Assistant Experience: Contributed to defining common interaction patterns and connected workflows across multiple agent-assistance platforms.
This work helped improve consistency across support ecosystems and established foundational patterns for future agent-facing AI assistant experiences within the organization.
2. Facilitation and Cross-functional Ideation
I co-led a series of cross-functional workshops focused on identifying opportunities for AI-driven improvements within the frontline support ecosystem.
The sessions brought together stakeholders across design, product, operations, and engineering to collaboratively explore pain points, future workflows, and innovation opportunities for agent-assistance experiences.
Key contributions included:
- Facilitating structured ideation sessions and collaborative working exercises.
- Helping generate and synthesize 100+ ideas and opportunity areas.
- Contributing to the prioritization of concepts based on feasibility, impact, and business value.
- Supporting the transition of 12 shortlisted ideas into implementation initiatives.
The workshops helped create stronger alignment across teams while accelerating early-stage innovation and decision-making within the organization.
3. Ecosystem Mapping and Systems Thinking
I created a comprehensive ecosystem map of Verizon’s frontline support environment to better understand workflows, tool relationships, and integration points across the agent experience.
At the time, no centralized documentation or system-level view of the representative support ecosystem existed, making it difficult for stakeholders, designers, and cross-functional teams to understand how tools, platforms, and workflows connected across different channels.
The work involved analyzing how multiple internal systems interacted across mobile, home internet, and retail support ecosystems, helping teams visualize the broader operational landscape surrounding the Agent Assistant.
Key contributions included:
- Mapping the end-to-end representative support ecosystem across multiple business channels.
- Identifying workflow overlaps, dependencies, and integration opportunities between internal tools.
- Providing stakeholders with greater clarity around the placement and role of the Agent Assistant within the ecosystem.
- Creating a shared reference framework that became useful for strategic planning, onboarding, and cross-team collaboration.
This work brought structure and visibility to a previously fragmented ecosystem and helped align teams around a more connected support experience vision.
Pranali,
I want to acknowledge your outstanding contributions to the exploration and design of the Personal Research Assistant (PRA).
You have been vital in developing projects like RT Churn and Proactive Notifications.
Your work in formulating strategies and conducting workshops to identify PRA opportunities across Agent Assistants on various channels - through market research, ecosystem mapping, and documentation - has been invaluable.
Your help in planning a meaningful workshop for the recent leadership visit was also greatly appreciated.
Your reliability and willingness to embrace challenges are truly commendable.
I especially appreciate your ability to quickly adapt to changing requirements while consistently delivering high-quality work, even under pressure.
Thank you for your dedication and hard work.
