Reduce chat wait times

Context

Consultant leading UX for a customer service platform migration to Amazon Connect — spanning IA, user flows, wireframes, final mocks, and a Figma component library.

Problem

A client's existing customer service system lacked the AI capabilities needed to reduce guest chat wait times and improve satisfaction. A platform migration was required, but multiple companies and time zones made alignment difficult.

Options Considered

Extend the existing system with limited AI bolt-ons, or migrate fully to Amazon Connect to unlock advanced AI capabilities including AmazonQ for unknown responses and bot-to-agent handoffs. The migration was the only path to meaningful wait time reduction.

Trade-offs

Full migration introduced scope risk in a compressed timeline. Gap Analysis exercises were used to align stakeholders across organizations on required capabilities before any design work began, reducing late-stage rework.

Outcome

Delivered user flows, wireframes, and a Figma component library that enabled developers to build and deploy the right capabilities reducing SMS chat resolution time by 1–2 minutes per interaction.

What I'd do next:

Validate that the Gap Analysis approach effectively captured all required capabilities by running a post-launch review with stakeholders across the participating companies, and use any gaps found to refine the cross-company alignment process for future milestones.