The objective of this pilot was to test if we could reduce call volume through the use of proactive chat that starts off with conversational UI and triages customers quickly to a live agent standing by. The project consisted of testing canned message responses through chat and call out the users threshold to AI.  Through testing we were able to create a conversational UI that when combined with gated selection flows increased customer success rate in completing their process from 28% to 86%, and directly reducing call volume.