Capital One: Conversational User Interface

Work samples are protected under NDA, but the scope and impact of this engagement are worth sharing.

At a time when enterprise conversational AI was still an emerging discipline, I helped shape the voice and chat experience for Capital One - one of the largest financial institutions in the US. Working within a global Agile team alongside product, engineering, and data science, I architected dialog flows and NLU intent frameworks that translated complex banking workflows into frictionless self-service experiences - reducing live agent dependency and improving customer resolution rates.

Beyond execution, I helped establish conversational UX standards and mentored designers on voice and chat interaction design, contributing to a methodology that scaled across enterprise deployments. This work gave me a rare early foundation in human-AI interaction design that continues to inform how I approach experience strategy today.