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Artificial Intelligience Chatbot

Problem. Opportunity.

My 4 person team opportunity to create an artificial intelligience chatbot for a telecom company. Solution is to improve customer experience through brand loyalty and increase sales conversion.

My Role

Search, Ideation, Wireframes, Prototypes

Tools

Sketch, Invision, Photoshop, After Effects, Keynote

Challenge.

Currently, users feel a level of frustration when interacting with their phone carrier via automated customer service portals. How can we eliminate user dissatisfaction through using more intuitive and helpful chatbots?

Solution.

The carrier-user interaction should be a joyful rather than a spiteful experience

Approach image.png

  • Current customer experience

  • Call, FAQ, Live Chat

  • No, mobile  chat offered

  • SO THERE IS A NEED . . . 

Research. Survey Results.

Pros

  • Tries to help you troubleshoot before you
    have to call

  • Good for easy questions

  • Good is you cannot talk at that moment

Cons

  • Reponse can be slow and incorrect

  • Have to wait for customer service agent to become available

Customers Feedback

Have You Ever Used Live Chat

So, What is Artificial Intelligence?

Machine learning that mimics human cognition. Able to perform tasks that normally require human intelligence. A method of taking in the surrounding environment and reacting in human-like behaviors.

Competitive Research. Key Findings.

Personas. Meet Our Users.

Meet Lauren

A loyal user who is price conscious, desires intuitive and quality service and the freedom to be flexible in her plan.

Meet Max

He is an early adopter who enjoys to travel and values being connected everywhere
he goes.

Sketches, Ai Conventional.

User Flow, AI Conventional.

Beyond the Screen.

AI Conventional Prototype.

Wireframes

User Testing/Feedback

As part of our process, we performed user testing for both the conventional and beyond the screen. 

Key Findings

Liked the process but when we had the notification pop in Facebook, they thought it was a little creepy. We moved the notification to appear days later through a phone notification less creepy. The users also preferred to get the notice on their phone home screen, in case they were in a place where they couldn't talk. 

Blue was the preferred choice because less realistic.

Beyond the Screen, Chatbot experience.

 
 

Next Steps.

Explore futuristic interfaces to experience AI customer service. Add accessibility component to the AI Experience. Expand emotional awareness capabilities with am AI chatbot personalization.