Minfolio From Inquiry to Action: 2x Conversion and 85% Faster Responses with AI

From Inquiry to Action: 2x Conversion and 85% Faster Responses with AI

Meta Business AI is a generative assistant deployed across Messenger, WhatsApp, Instagram Direct, Facebook ads, and web. I led design for the full product experience — the assistant interface for consumers, and the advertiser platform for configuring, monitoring, and improving that assistant. The product blended AI, messaging, and commerce into one system capable of delivering real outcomes at scale.

ROLE

Lead Product Designer (L6)

PROBLEM

Messaging volume had outpaced most businesses’ ability to respond. Support teams were overloaded. Customers dropped off waiting. At the same time, advertisers had no clear way to create or manage AI-driven conversations. There were no tools to monitor response quality, no way to test content, and no metrics to prove impact. We needed a system that worked for both sides — helpful, fast replies for users, and flexible, self-serve tooling for businesses.

RESULTS

• Reduced average response time by 85% across messaging surfaces

• Increased conversion by 2× from inbound message to completed action

• Improved campaign open rates by 60% compared to feed-based formats

• Decreased manual handling of common questions by 50% across support teams

ROLE

Lead Product Designer (L6)

PROBLEM

RESULTS

• Reduced average response time by 85% across messaging surfaces

• Increased conversion by 2× from inbound message to completed action

• Improved campaign open rates by 60% compared to feed-based formats

• Decreased manual handling of common questions by 50% across support teams

Built a fast, contextual assistant that felt smart but stayed out of the way

I defined the assistant’s interaction model across messaging threads, in-ad prompts, and embedded web chat. It could answer product questions, guide decisions, and escalate when confidence was low. Every response was tuned for tone, context, and handoff logic. I worked across AI, conversation design, and product to make sure the assistant felt fast, personal, and on brand — without becoming intrusive or robotic.

No engineers required — just content, tone, and goals

I built the advertiser platform to support onboarding, assistant creation, and performance monitoring in one flow. Brands could upload existing content, preview responses, set tone, and go live in minutes. I also designed tools to monitor live conversations, flag low-confidence responses, and track conversion and engagement metrics — giving advertisers the insight they needed to test, learn, and improve.

Making AI feel useful, trusted, and on-brand

This was not a single tool or feature — it became a pillar of Meta’s messaging monetization strategy. Business AI assistants now support product discovery, lead capture, and customer support across surfaces. Small businesses can launch in minutes. Enterprise teams can track quality and revenue performance. The work created a system that feels invisible to users and indispensable to advertisers — designed to scale from day one.

Hi, I'm Taylor ® - a creative blurring the lines between design, code, and a stubborn refusal to settle.

25+

6

10x

Millions