Westfield Corporation2019•Conversational UX & CX Architect
Westfield Conversational Commerce & Customer Care UX
Real-time omnichannel concierge routing shopper inquiries to center management and localized tenant assistance.
84%
First Contact Resolution
<45s
Average Response Time
CONVERSATIONAL AICUSTOMER EXPERIENCEOMNICHANNELSUPPORT AUTOMATION
VIEW ON BEHANCE↗Executive Overview
High-traffic retail environments receive thousands of daily inquiries regarding parking availability, lost and found, store hours, and product availability. We designed and launched an omnichannel conversational concierge that automated routine friction points while routing complex inquiries to dedicated center guest service teams.
Core Architecture
- Natural Language Intent Routing: Automated answers for top 30 repetitive inquiries (holiday hours, EV charging, stroller rentals).
- Tenant Directory Direct Connect: Instant lookup connecting shoppers directly to store phone numbers and locations.
- Human-in-the-Loop Hand-off: Smooth escalation to live guest services concierges during peak operational hours.