Dialogue Analysis & UX

Description: A side-by-side comparative script analysis showcasing the user experience transformation from a rigid, single-intent legacy chatbot to a fluid, multi-turn generative conversational assistant.
What I Did:
Analyzed Complex User Intent Friction: Isolated a major drop-off point where users mixed an emotional event (losing a debit card) with a technical banking question (ACH automatic bill payments).
Deconstructed Legacy Bottlenecks: Mapped out how the previous iteration of Jeanie suffered from "tunnel vision"—it hit a fallback error because it couldn't parse the secondary intent, forcing an expensive, irritating transfer to a human phone queue.
Designed Context-Aware Response Trees: Using generative design mechanics, I mapped out how the updated agent parses both problems at once. The new design acknowledges the anxiety, handles the card safety procedure immediately, logically explains the difference between debit cards and ACH account transfers, and delivers a clean, reassuring resolution in a single turn.
Strategic Impact:
This piece demonstrates a tangible shift from flat UI writing to advanced conversational logic design, showing a direct reduction in containment failures and a significant boost in first-contact customer resolution.