Overview

Asurion is known for simplifying tech support and device protection for millions of users across the U.S. With a strong focus on customer experience, they’ve continued to explore ways to provide faster, more helpful service through AI and automation.

This prototype was designed and built in Voiceflow as part of my work as a UX and Conversation Designer, showcasing a smart support assistant that could enhance Asurion’s customer service ecosystem. It’s a concept that combines natural, helpful conversation flow with scalable automation—all while reflecting Asurion’s brand voice and user-first approach.

The Challenge

Asurion’s customers often reach out for support when they’re frustrated—facing cracked screens, lost devices, or confusing plan details. These are high-emotion moments where clarity, empathy, and speed are critical.

The challenge was to design a conversational experience that feels human, solves problems fast, and guides users through claims or support inquiries without creating friction or confusion.

The Solution

I designed a fully clickable Voiceflow prototype that simulates a smart AI assistant capable of:

• Greeting users with empathy and brand-aligned tone

• Handling multiple user intents (screen repair, device replacement, order status, and plan details)

• Collecting key user data (name, number, issue) in a frictionless way

• Guiding users toward resolution via FAQs or support transfer logic

• Providing fallback paths and recovery options for open-ended inputs

The conversation was mapped to reflect Asurion’s real-world customer flows—focused on fast help, clear next steps, and high accessibility.

Results

• Delivered a working prototype that simulates real-time support interactions

• Highlighted best practices in UX writing and fallback management

• Demonstrated logic flow, escalation paths, and potential integrations

• Designed to reduce live agent load while increasing customer satisfaction

• Ready to be developed further into a production-level voice/chat assistant

Why It Works

This prototype focuses on UX-driven conversation design—every prompt, fallback, and button was chosen to reduce friction and guide the user confidently toward a resolution. It’s not just a chatbot—it’s a customer support layer that speaks human, aligned with Asurion’s mission to deliver peace of mind through technology.

Conclusion

The Asurion Support Assistant prototype is a proof of concept designed with scalability, empathy, and automation in mind. Built in Voiceflow, it shows how smart conversation design can deflect support volume, reduce wait times, and improve satisfaction—all without sacrificing brand voice or clarity.

As a Conversation & UX Designer, I created this demo to show how Asurion could elevate its AI assistant experience—from robotic scripts to real, usable conversations that help people.