Verizon · Conversational AI
Designing trustworthy AI conversations for everyday support.
Creating meaningful messaging experiences that help Verizon meet customers where and how they want to be supported.
The project
Making next-gen AI support feel human.
As a Platform, Product & Design Intern, I worked with Verizon’s Conversational AI team inside the Customer Experience organization. I designed next-generation messaging experiences for Gen Z customers, making AI-powered account support easier to understand, act on, and trust.
I translated customer needs and AI capabilities into conversation flows and interactive prototypes. That meant thinking beyond individual screens to define system states, response behavior, escalation paths, and the right next action across the full experience.
AI design focus
Make an intelligent system feel transparent, useful, and appropriately human during complex support moments.
My contribution
AI interaction concepts, conversational flows, system states, interface studies, prototypes, and cross-functional critique.
People
Built with a thoughtful team.
I’m especially grateful to my manager Michael Habib, as well as Priyanka Panigrahi and Tyler Henderson, for their guidance on my individual project. A special thank you to Sonja Ellicott for being such a thoughtful mentor.
Their feedback helped me balance ambitious ideas with the practical details that make an experience clear, consistent, and ready to move forward.
Reflection
Curiosity, creativity, and community.
Beyond the project, the internship was full of meaningful connections and memories, from team events and handwritten notes to spontaneous fun and new friendships. Those experiences made the summer unforgettable and reminded me that thoughtful products come from teams that make room for curiosity, creativity, and care.
