BRENT LAING Design
Creating ethical, inclusive, and user-centered AI solutions
Selected work ↓
Streamlining Home Depot's Customer Support with Smart IVR Solutions
Enhanced Home Depot's customer support through the implementation of intelligent Interactive Voice Response (IVR) solutions. Developed happy path and error path dialogs, supplemented with design-thinking notes. Emphasized the significant differences between voice and text-based chatbot designs.
Revolutionizing CVS’s Prescription Management
Designed a chatbot for CVS to manage prescriptions efficiently by helping users check prescription statuses, request refills, and find information on medication side effects without needing to call the pharmacy or their provider. This solution streamlined the prescription management process enhanced the user experience.
Enhancing KeyBank’s Chatbot with Effective CSAT Feedback Collection
Improved KeyBank's chatbot by designing a way to collect customer feedback to measure bot performance and user experience while minimizing feedback fatigue. The solution was an end-chat modal where users could provide a rating a write feedback, resulting in a 23% response rate.
AI for Civic Health: Detoxifying Political Discourse Online
Developed an AI mediation expert alongside the non-profit, Civic Health Project (CHP), to help detoxify political discourse online. This innovative tool leverages generative AI to effectively counteract toxic tweets, embodying CHP's mission to foster healthier and more constructive online conversations.
Innovating virtual healthcare with AI chat solutions
Designed a triage chatbot to guide patients through their health concerns and connect them virtually with the appropriate healthcare provider. Resulted in a 28% reduction in the number of calls handled by human agents and made healthcare more accessible during the pandemic.