AI-Powered Chatbot Revitalization
01
Summary
Revitalization of a traditional, keyword-based chatbot into a powerful self-service platform with Artificial Intelligence. The objective was to create a centralized and intelligent support experience to serve hundreds of the company's products, for both internal and external audiences.
02
Challenges
Designing a neutral self-service experience capable of serving a portfolio with hundreds of products from 12 distinct sectors.
Modernizing the chatbot with Natural Language Processing (NLP), ensuring an efficient flow that wouldn't create barriers to human support when necessary.
Mapping and synthesizing the needs of a universe of almost 50 stakeholders to generate insights and prototype the most critical journeys.
03
Result
Proposed the complete revitalization of the chatbot, incorporating NLP to offer more assertive answers and a less rigid, more conversational support experience.
Mapped 8 user journeys and delivered 4 of them as prototypes, validating the new support concept and applying the company's updated design standards.
Defined new touchpoints and flows for continuous user feedback collection, ensuring an evolutionary cycle for a fluid, frictionless experience.
