Suzy: cutting support calls 80% with a compliance chatbot.

Product Design & UX Lead — Sysnet · 2020 Result: ~80% fewer credentials support calls · 1.5× CSAT

A conversational assistant that addressed the root cause behind up to 70% of Sysnet's inbound support calls — credential loss and login issues.

Challenge. Users, especially first-time PCI-DSS merchants, struggled to recall credentials after periods of inactivity. Traditional fixes to the recovery flow only nudged the numbers. The concept team also had no prior experience designing chatbots or conversational flows.

What I did

• Interviewed help-desk agents and ran product-team workshops to map real user behaviours and pain points.
• Identified the highest-volume issues — password loss and merchant-ID loss — to focus scope where ROI was greatest.
• Designed conversational flows in Google Dialogflow, retrieving known user details first and prompting only for what was missing.
• Tested early prototypes internally against simulated call volumes before escalation paths to live agents.

Impact

• ~80% estimated reduction in credentials-related inbound calls
• 1.5× improvement in customer satisfaction
• 5 support workflows substituted
• up to 80% of users now self-recover credentials through the bot

A simple, elegant solution that freed agents to focus on priority queries.

Product Design & UX Lead @ Sysnet, managing internal and external design teams and leading product design strategy.