The Context
Please meet our Schwab Assistant. A conversational AI through Charles Schwab meant to help you with your financial endeavors. For a little context, the Schwab Assistant reached full general availability in the mobile application in July of 2020. Currently I am engrossed in the expansion efforts to several new channels. Fairly new to Schwab but rapidly scaling.
This specific case study goes back to one of the beginning discoveries made around the need for visuals and how to implement rich intents in order to meet/surpass client expectations of a digital assistant. This finding and these solutions have enabled us to have higher fidelity conversations with our clients.
The appendix also holds different aspects of the Schwab Conversational Design System that have been integral to growth. Please reach out if you have any questions.
Rich Intent Discovery & Implementation Flow
(15 Slides + Appendix)
