Phase 1: Defining the vision

As part of the taskforce, I collaborated on defining Private Banker’s long-term role. We articulated the assistant as operating across three dimensions:

• Support (resolving issues)

• Assistant (executing actions)

• Advisor (providing contextual financial intelligence)

We mapped multimodal journeys that integrated:

• Conversational UI

• Embedded widgets

• Actionable components

• Escalation logic

The vision was presented to executive leadership and widely adopted across business units.

Phase 2: From vision to infrastructure

Once accelerated, the challenge shifted. We now had to translate a 12–18 month vision into near-term deliverables while preserving architectural integrity. I became one of the primary designers shaping the foundational layer of the conversation platform. Responsibilities:

• Defining reusable building blocks

• Standardizing conversation stages

• Designing cross-agent patterns

• Establishing governance frameworks

• Collaborating with engineering on platform abstractions

• Influencing prioritization across business units

The goal was to prevent fragmentation while enabling scale.

Designing the conversation building blocks

We decomposed conversation into standardized stages:

• Pre-resolution (intent capture and framing)

• Resolution (execution and information delivery)

• Evaluation (closure and feedback)

We defined shared interaction types:

• Free-form text

• Structured widgets

• Embedded actions

• Navigation links

Session rules:

• Single active conversation

• Controlled reopening

• Structured termination

These abstractions ensured consistency across all agents built on the platform. Rather than designing flows per feature, we designed primitives.

Multi-agent architecture and governance

Private Banker relied on a multi-agent architecture, where specialized agents (Pix, Support Evaluation, Open Finance, etc.) operated under a unified conversational layer. Without governance, this architecture would fragment quickly. We established:

• Routing logic standards

• Escalation protocols

• Intent disambiguation rules

• Failure handling patterns

• Tone and language guidelines

I collaborated directly on use cases with domain teams, ensuring that each new agent respected platform constraints.

Tone, trust, and financial intelligence

Because Private Banker positioned itself as a financial partner, tone carried strategic weight. In collaboration with content and brand teams, we defined a tone-of-voice framework centered on:

• Clarity without condescension

• Proactivity without intrusion

• Authority without rigidity

• Empathy without overfamiliarity

These standards were documented and required for any new conversational initiative.