AI Chatbot for Enhanced Customer Support
An advertising organization sought to develop an AI-powered chatbot to streamline user support across multiple departments, including Help Desk, HR, and Rostering. The goal was to create a seamless and intuitive interface that could efficiently address user queries and escalate complex issues to a ticketing system.
Melbourne, Victoria
Advertising Services
2000
11-50 employees
Problem Statement
In the midst of the AI revolution, this organization recognized the strategic importance of integrating AI service bots into their offerings. They aimed to leverage AI technology to provide more efficient, personalized, and scalable support solutions for their clients, thereby staying ahead in the competitive tech landscape.
Design Process
To achieve this goal, we employed a user-centric design approach. For this case study, we have provided a more detailed walkthrough of our process than usual, as it aims to serve as a model for our typical client engagement (from inception to delivery). This is to allow potential clients (you?) to gain a comprehensive understanding of how we work and the value we bring to projects.
Scoping & Competitor Analysis
Conducted a comprehensive scoping exercise (workshopping + interview/ meetings) to understand the system architecture and define high-level feature requirements.
Analyzed existing chatbot plugins to identify best practices, features, and design trends, ensuring our solution was current, relevant, and competitive.
Compiled a report highlighting key findings and insights from competitors to inform our design decisions.
User Journey Mapping & Personas
Developed user personas based on research to represent the diverse user base, including details such as user goals, motivations, and pain points.
Created a user journey map defined how users would interact with the chatbot plugin. For each key touchpoints, we explored the interaction, user thoughts, emotions, pain points, ideas and opportunities.
Low-Fidelity Wireframes
Developed low-fidelity wireframes for the chatbot plugin interface, focusing on layout and all functionality required for delivery.
Ensured sign-off on scope to align with project goals.
High-Fidelity Design (not shown: confidentiality)
Created high-fidelity designs incorporating typography, color schemes, padding, and overall look and feel based on branding guidelines.
Presented designs & prototype for review and feedback.
Design System
Developed a comprehensive design system using atomic design principles to ensure consistency across all interfaces and future iterations.
This system included detailed guidelines for components, patterns, and layouts, ensuring scalability and maintainability.
Exploration of Avatar designs that extended the existing brand guidelines, aiming to create a humanoid and warm yet current and techy persona.
Review and Iteration
Conducted review sessions to gather feedback and discuss necessary adjustments or improvements.
Made revisions to refine details and ensure alignment with project goals.
Final Handoff
Prepared all design files for handoff to developers, including style guides, assets, and documentation on functionality.
Ensured complete client satisfaction before delivering the final design package.
Technical Integration
The chatbot was integrated with Azure OpenAI for AI processing and the Claude model for contextual understanding. User inputs were processed to generate SQL queries if necessary, and responses were delivered based on interaction history and relevant data from Amazon S3.
Escalation and Ticket Creation
For issues that couldn’t be resolved through standard responses, the chatbot allowed users to escalate their queries. Upon escalation, a support ticket was created and sent to the designated ticketing system while being stored in Amazon RDS. Users were informed of the escalation and provided with a ticket number for reference.
Results/Outcomes
The designed chatbot significantly enhanced the organization’s support capabilities by:
Enhancing User Experience: Provided a seamless and intuitive interface for users to interact with the organization.
Streamlining Support: Offered efficient and personalized support solutions, positioning the organization as a leader in AI-driven customer service.
Increasing Innovation: Demonstrated the organization’s commitment to embracing cutting-edge technology to improve client services.
Takeaway
By integrating AI technology with user-centric design principles, we helped the organization transform its support system, enhancing both efficiency and user satisfaction while positioning itself at the forefront of AI innovation.
