AvoiceandRCS-poweredAIbankingassistantforconversationalmoneymanagement.
CaseyAIletsChasecustomersmanagetheirfinancesthroughnaturalconversation:checkingbalances,movingmoney,andaskingquestionsthewaytheywouldwithaknowledgeableperson.ThedesignchallengewasmakingAI-drivenfinancialtasksfeelassafeastheyarefast.
Challenge
FinancialAIthatfeelssafe,notjustsmart.
CaseyAIisavoiceandRCS-poweredbankingassistantthatletsChasecustomersmanagetheirmoneythroughnaturalconversation.ThedesignchallengewasmakingAI-drivenfinancialtasksfeelsafe,trustworthy,andeffortlesslysimple,withoutsacrificingtheprecisionfinancialtransactionsrequire.
Approach
VoiceandRCSneedcompletelydifferentdesigngrammars.
RCSbroughtanewdesignsurface:richmediacards,suggestedreplychips,andpersistentconversationthreadsthatlivenativelyinthemessagingapp.Theinteractiongrammarhadtoworkacrossbothvoice(wherevisualfeedbackisabsent)andRCS(wherevisualhierarchyiseverything).
Solution
Three-stageconfirmation:summary,preview,biometric.
Thehardestproblemwasconfirmationdesign.WhenanAIisabouttomovemoney,theuserneedsabsoluteconfidence.Wedesignedathree-stageconfirmationpattern:summary,preview,andbiometricconfirmation,whichreducedtransactionabandonmentby34%versusthelegacyflow.
Results
34%lessabandonment.Zerofraudescalationsinpilot.
TLDR
Thequickversion.
Chasecustomerswantedtobankconversationally,butvoiceandRCSrequiredcompletelydifferentdesigngrammarstofeelnaturalandtrustworthyoneachsurface.Researchintohowfinancialtrustisestablishedacrossmodalitiesrevealedwhereeachchannelbreaksdownandwhatsignalsrestoreconfidence.Thesolutionwasathree-stageconfirmationpattern:summary,preview,andbiometric,appliedconsistentlyacrossbothvoiceandRCS.Pilotresults:34%reductionintransactionabandonmentwithzerofraudescalations.
Morework