Apple Business Chat for Macy's

I was excited to work with one of our design researchers on a proof of concept for the integration of Macy's app with iOS messages. The goal was to create a seamless and intuitive conversational UI for customers to interact with through the use of chatbots and live agents.

Through user research and analysis of customer feedback and data, we identified key areas where artificial intelligence could improve the customer experience. For instance, we recognized that many customers had questions about products, sizes, and availability that could be easily answered through the use of natural language processing in a chatbot. We also saw that customers often desired communication with live agents for more complex questions or issues, and we wanted to ensure this process was as efficient and convenient as possible.

To achieve this, we developed a chatbot trained on a variety of customer queries and responses using natural language processing and machine learning. We also integrated the chatbot with a live agent system so customers could easily transition to speaking with a real person if needed.

Additionally, we focused on creating a user-friendly interface for customers to easily interact with the chatbot and live agents. Through testing various design and layout options with real users, we were able to determine the most effective ones.

Overall, I was pleased with the success of this project and the positive impact it had on Macy's customers. The combination of chatbot and live agent responses provided a personalized and efficient customer service experience, and I look forward to exploring the potential of artificial intelligence in the future.