AI / Enterprise · Verizon
An agentic chatbot that gives Verizon network engineers a single, fast way to run hundreds of backend commands, replacing a fragmented workflow with a hybrid chat and command palette.
Phase 1
Verizon network engineers rely on iVAPP to run backend operations, everything from ONT operations and order management to BPON-GPON fixes, STB and video, VMS, BAAIS, and PCRF. In total, 200+ distinct commands.
The existing flow was fragmented. Engineers had to know exactly what they needed and where to find it, with little support for discovery and no fast path for the power users who ran the same commands dozens of times a day. New engineers faced a steep learning curve; experienced ones were slowed by friction that should not have existed.
distinct backend commands
Phase 2
I designed IVAPP Buddy as a hybrid between a chat interface and a command palette. Engineers who know what they need can type it directly. Engineers who do not can browse by category. The same tool serves both without compromise.
Path A
Types a command number like 63, sees "ONT Help" autocomplete, presses Enter, confirms inline, and gets the result in the conversation.
Path B
Opens a category in the sidebar, sees the available operations expand, selects one, and completes the flow through inline prompts.
Path C
Types a keyword like "cancel" and watches the sidebar filter down to every matching command, then picks the right one.
One interface for the engineer who knows the command, and the one who doesn't.
Phase 3
Decision 01
The input bar recognizes both command numbers and keywords. Suggestions appear above the input as the engineer types, so the conversation is never obscured. Enter selects the top match.
Decision 02
Before any command runs, Buddy shows the parsed command and the engineer's VzID for a quick confirm. This prevents accidental execution on a system where mistakes are costly.
Decision 03
Recent commands populate automatically. Favorites can be pinned. The sidebar collapses to maximize conversation space when an engineer wants to focus.
Decision 04
Built for engineers who never want to touch a mouse. Cmd+K opens search, Ctrl+1 through 4 fire recent commands, and the whole flow can be driven from the keyboard.
Decision 05
Key-value pairs render in clean two-column layouts, statuses appear as color-coded badges, and IDs and codes use a monospace font with a copy button. Data is readable at a glance instead of buried in a wall of text.
Decision 06
Engineers can run up to three Buddy agents at once. Opening a fourth surfaces a clear prompt to choose which window to replace, and the replaced window minimizes rather than closing, so no work is lost.
Decision 07
Hovering a message reveals its timestamp along with edit, retry, and copy actions. A back button steps the engineer through the previous stages of a flow without starting over.
Phase 4
IVAPP Buddy follows the Verizon design system. Black primary actions, generous white space, minimal borders, and red used sparingly for brand moments only. The interface stays quiet so the engineer's work stays in focus.
Faster commands, fewer errors, on a system where mistakes are costly.
Happy to walk through the research, the interaction models, and the decisions behind IVAPP Buddy in detail.
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