Conversation Designer

Eno, Capital One's Intelligent Assistant

I was a lead designer on the chat interface for Capital One’s conversational AI that can be used in both a website and mobile app.

Quick Replies

Quick Replies

A conversational way to handle FAQs. These buttons surface relevant content to help a customer take care of their needs in the chat.

Emotional Intelligence

Emotional Intelligence

When a customer asks about a sensitive topic like losing their card, Eno responds with empathy and an action that they can take.

Jokes

Jokes

When a customer says something playful, Eno responds with a joke and even introduces unique responses to laughter.

SMS, but make it "fashion"

SMS, but make it "fashion"

I’ve had the chance to influence the standard for emoji usage across Eno’s channels at Capital One. 😲 Above is an example of that styling, which is meant to increase readability for a text message format.