Chatbot

A WhatsApp chatbot designed to assist users account status and payments.

Highlights

Streamline the most frecent user activities by providing an automated and user-friendly chatbot experience.

Researched user needs, designed conversational flows, implemented NLP for better understanding, and integrated with the billing system.

Reduced customer support workload and improved security.

Mapping out user interactions to ensure a natural and efficient conversation experience.

The chatbot interface was designed to be clear, intuitive, and accessible across devices.

The chatbot seamlessly connects with the invoice system to fetch real-time user data.

Conducted usability tests to refine the chatbot's responses and improve user satisfaction.

Tracking user interactions and feedback to continuously enhance the chatbot's efficiency.

2024-2025

Users frequently contacted support to request invoices, leading to long wait times and inefficiencies in the process.

What problem did you aim to solve?

Manually requesting invoices was time-consuming, frustrating, and required multiple interactions with support agents.

Who was the user?

Customers needing quick access to their invoices without human intervention.

What challenges did you have?

Ensuring accurate invoice retrieval, handling various user queries effectively, and providing a seamless experience across platforms.

UX Designer & Conversational Designer

User research, conversation design, chatbot prototyping, usability testing, and integration planning.

What was the outcome?

Reduced customer support workload and improved security.

How did the solution change the game?

Developed a chatbot with guided and free-text interactions, capable of retrieving invoices and answering related queries.

What did you learn from working on this experience?

Balancing automation with human support is crucial to maintaining a positive user experience.