Building an AI support chatbot

this is decription

Year:

2025

Company:

Coinbase

Impact:

Coinbase

Problem

The quick help cards on the help center homepage offer proactive support to customers by surfacing any issues detected on the customers account and offer a self-serve solution for it.

Harder to scale

It was hard to scale these cards to different issues since each use-case required individual engineering and design effort. Which was quite redundant and slow. 

Inconsistent visuals & behaviour

Since, these cards were built by different designers over a period of 6 months, the visual design was quite incosistent across different cards.

Goal

  • Our customer experience team should be able to create and launch quick help cards themselves without any engg. effort. 

  • Set design standards around the behaviour and visual style of these cards.