StubHub - AI Assistant
MULTI-PORTFOLIO INVESTING

The AI Assistant is a 0-to-1 initiative that began as a proof of concept within a small, cross-functional team. It has since evolved into StubHub’s most effective customer-service solution, reducing support costs by up to $4 million within two quarters. Powered by a custom AI developed in-house, the assistant optimizes the customer experience by providing fast, accurate solutions for buying and selling event tickets, significantly improving efficiency and user satisfaction.

YEAR

2024

ROLE

Lead Designer

WORK

Product Design

ABOUT THE PROJECT

The AI Assistant is a 0-to-1 initiative that began as a proof of concept within a small, cross-functional team. It has since evolved into StubHub’s most effective customer-service solution, reducing support costs by up to $4 million within two quarters. Powered by a custom AI developed in-house, the assistant optimizes the customer experience by providing fast, accurate solutions for buying and selling event tickets, significantly improving efficiency and user satisfaction.

CHALLENGES

The project faced challenges including addressing ethical concerns and bias in AI decision-making, ensuring data privacy and security, overcoming integration complexities with legacy systems, maintaining conversational context and coherence, adapting for scalability across 40 countries and languages, and managing diverse stakeholders while ensuring transparency and alignment across teams.

Design wise the main challenge was to define what was the baseline experience for an AI-based chat within its limitations along with building the design language for the chat from the ground up having in mind a progressive implementation from the legacy Live-chat solution the platform already had.

MY ROLE

As the lead designer for StubHub's AI Assistant project, I played a pivotal role in shaping its success. I conducted extensive market research to identify customer pain points and opportunities, defined the main KPIs to measure success, and established a clear design vision and direction for the project. I was instrumental in defining the MVP, planning its progressive evolution, and designing core components to align with both business and user needs.

I designed and planned experiments to validate hypotheses, managed feedback from multiple stakeholders across diverse teams, and ensured smooth collaboration. By closely analyzing data results, I iterated on the design to improve performance and user satisfaction. Additionally, I led the expansion of the AI assistant's capabilities to include Live Chat, further enhancing the customer experience and ensuring the solution was scalable and impactful.

$4M

Saved in customer service

40+

Countries Rollout

3

Consecutive quarters + results

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StubHub - AI Assistant
MULTI-PORTFOLIO INVESTING

The AI Assistant is a 0-to-1 initiative that began as a proof of concept within a small, cross-functional team. It has since evolved into StubHub’s most effective customer-service solution, reducing support costs by up to $4 million within two quarters. Powered by a custom AI developed in-house, the assistant optimizes the customer experience by providing fast, accurate solutions for buying and selling event tickets, significantly improving efficiency and user satisfaction.

YEAR

2024

ROLE

Lead Designer

WORK

Product Design

ABOUT THE PROJECT

The AI Assistant is a 0-to-1 initiative that began as a proof of concept within a small, cross-functional team. It has since evolved into StubHub’s most effective customer-service solution, reducing support costs by up to $4 million within two quarters. Powered by a custom AI developed in-house, the assistant optimizes the customer experience by providing fast, accurate solutions for buying and selling event tickets, significantly improving efficiency and user satisfaction.

CHALLENGES

The project faced challenges including addressing ethical concerns and bias in AI decision-making, ensuring data privacy and security, overcoming integration complexities with legacy systems, maintaining conversational context and coherence, adapting for scalability across 40 countries and languages, and managing diverse stakeholders while ensuring transparency and alignment across teams.

Design wise the main challenge was to define what was the baseline experience for an AI-based chat within its limitations along with building the design language for the chat from the ground up having in mind a progressive implementation from the legacy Live-chat solution the platform already had.

MY ROLE

As the lead designer for StubHub's AI Assistant project, I played a pivotal role in shaping its success. I conducted extensive market research to identify customer pain points and opportunities, defined the main KPIs to measure success, and established a clear design vision and direction for the project. I was instrumental in defining the MVP, planning its progressive evolution, and designing core components to align with both business and user needs.

I designed and planned experiments to validate hypotheses, managed feedback from multiple stakeholders across diverse teams, and ensured smooth collaboration. By closely analyzing data results, I iterated on the design to improve performance and user satisfaction. Additionally, I led the expansion of the AI assistant's capabilities to include Live Chat, further enhancing the customer experience and ensuring the solution was scalable and impactful.

$4M

Saved in customer service

40+

Countries Rollout

3

Consecutive quarters + results

Smooth Scroll
This will hide itself!
StubHub - AI Assistant
MULTI-PORTFOLIO INVESTING

The AI Assistant is a 0-to-1 initiative that began as a proof of concept within a small, cross-functional team. It has since evolved into StubHub’s most effective customer-service solution, reducing support costs by up to $4 million within two quarters. Powered by a custom AI developed in-house, the assistant optimizes the customer experience by providing fast, accurate solutions for buying and selling event tickets, significantly improving efficiency and user satisfaction.

YEAR

2024

ROLE

Lead Designer

WORK

Product Design

ABOUT THE PROJECT

The AI Assistant is a 0-to-1 initiative that began as a proof of concept within a small, cross-functional team. It has since evolved into StubHub’s most effective customer-service solution, reducing support costs by up to $4 million within two quarters. Powered by a custom AI developed in-house, the assistant optimizes the customer experience by providing fast, accurate solutions for buying and selling event tickets, significantly improving efficiency and user satisfaction.

CHALLENGES

The project faced challenges including addressing ethical concerns and bias in AI decision-making, ensuring data privacy and security, overcoming integration complexities with legacy systems, maintaining conversational context and coherence, adapting for scalability across 40 countries and languages, and managing diverse stakeholders while ensuring transparency and alignment across teams.

Design wise the main challenge was to define what was the baseline experience for an AI-based chat within its limitations along with building the design language for the chat from the ground up having in mind a progressive implementation from the legacy Live-chat solution the platform already had.

MY ROLE

As the lead designer for StubHub's AI Assistant project, I played a pivotal role in shaping its success. I conducted extensive market research to identify customer pain points and opportunities, defined the main KPIs to measure success, and established a clear design vision and direction for the project. I was instrumental in defining the MVP, planning its progressive evolution, and designing core components to align with both business and user needs.

I designed and planned experiments to validate hypotheses, managed feedback from multiple stakeholders across diverse teams, and ensured smooth collaboration. By closely analyzing data results, I iterated on the design to improve performance and user satisfaction. Additionally, I led the expansion of the AI assistant's capabilities to include Live Chat, further enhancing the customer experience and ensuring the solution was scalable and impactful.

$4M

Saved in customer service

40+

Countries Rollout

3

Consecutive quarters + results

Smooth Scroll
This will hide itself!