ai chat
Designing AI chat that moves customers forward
Transforming a fragmented support channel into an AI-first experience that created more customer contacts, increased appointment conversion and reduced pressure on brokers.
Context
Lendi Group provides home loan services through a digital platform supported by brokers. The existing chat channel was fragmented—customers encountered inconsistent experiences depending on where and when they contacted the team. The channel was not optimised to convert curiosity into productive conversations, creating unnecessary friction at a critical moment in the customer journey.
The problem
Customers arriving through chat were not reliably progressing toward appointments. The channel was creating support load without proportional business value. Brokers were handling low-quality contacts while high-intent customers were being lost to friction. The business needed a way to create more contacts, convert more of them to appointments, and reduce the cost of unproductive enquiries.
Design strategy
The strategy was to position the AI as a capable first point of contact that could understand customer intent, provide useful context and create a clear path toward broker appointment—not as a deflection tool. This meant designing a conversation architecture that was transparent about what the AI could and couldn't do, progressive in how it qualified intent, and reliable in how it handed off to brokers. Success was defined as more contacts reaching brokers, more of those contacts converting, and measurable reduction in broker handling time.