Designing an AI assistant for support agents

Company: Meta
Project: AI assistant for support agents
My role: Content designer & interim product designer
Partners: Engineering, Product, Design, internal support teams

To protect confidential product details, I’ve kept this case study high level. I can share additional context on my process and design decisions upon request.

Overview

I owned the content design for an AI assistant that helps customer support agents resolve cases, including where it surfaced, the information architecture of the AI response cards, and the feedback flow for agents to rate AI suggestions.

Approach

I challenged the original product name because “agent” already referred to the customer support agent using the tool, and led the renaming to avoid confusion.

I then restructured the AI response cards to make case information and next steps easier to scan, helping agents find what they needed to act.

When the product designer moved to another project, I stepped in to lead product design alongside content design through the pilot rollout. Using the existing designs and design system components, I created a feedback flow where agents could rate AI responses and leave written feedback, giving the team insight into what worked and what needed improvement.

Outcome

In the pilot with internal support teams, the assistant helped cut handling time and raise satisfaction scores. The feedback flow I designed let product and engineering see where it excelled and where it fell short.