Chatbot
A WhatsApp chatbot designed to assist users account status and payments.
Highlights
Goal
Streamline the most frecent user activities by providing an automated and user-friendly chatbot experience.
Process
Researched user needs, designed conversational flows, implemented NLP for better understanding, and integrated with the billing system.
Outcome
Reduced customer support workload and improved security.
Conversation Flow
Mapping out user interactions to ensure a natural and efficient conversation experience.
User Interface
The chatbot interface was designed to be clear, intuitive, and accessible throught WhatsApp
Performance Analytics
Tracking user interactions and feedback to continuously enhance the chatbot's efficiency.
Figma file organization
The file has been organized by funtionality and user flow
Project Details
2024-2025Background
Users frequently contacted support to request invoices, making the business spend money with human agents.
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.
My Role
UX Designer & Conversational Designer
Activities
User research, conversation design, chatbot prototyping, usability testing, and integration planning.
Results
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.