Customer Service Chatbot Improvements

Project Overview

At the end of chatting online with a customer support representative, the chatbot kicks in and asks customers if we were able to solve their problem. If a customer responds yes, they receive 1 of 2 possible automated responses. If the customer responds no, they receive 1 of 3 possible automated responses.

My role

  • Project lead + UX Writer

Problem

  • Automated messaging stiff, overly formal and at odds with brand’s voice and tone guidelines

  • Multiple responses for yes/no flows are not significantly different, creating unnecessary overhead

Solution

  • Apply conversation design principles to make content more conversational

  • Consolidate branching yes/no flows into single responses

Stakeholders

  • Department Manager for the Operations Team