Optix Chatbot
Reps have many tasks that are tedious and step intensive. These tasks could benefit from automation and newer technologies to prioritize our rep’s focus.
Partners in crime: Michael Lattanzi, Mike Sanchez, & Chandra
What problem are we trying to solve?
Information and actions are not always readily available for reps. Create an experience that reps can use to complete small tasks quicker without having to dig through Optix for them.
What was my role?
Research chatbot technology
Define design principles
Identify need areas
Create a design element library
What was the process?
Industry research Because chatbot are newer technology it is important to understand their limitations before designing.
Define design principles There are many factors to consider when creating chatbots (tone, language, error handling, actions etc.) and having a purpose for each is essential to mitigate confusions.
A sample of resources used to guide the design and purpose of our chatbot
Exploring different experiences of chat helped guide our final designs
Build conversational flow Just like how you might anticipate a conversation going on in your head, mapping out the entire flow for a chatbot is need to see where user decisions are made.
A sample conversation flow for when a user wants to look up channel and shows
Design Language Chatbots are not only about the conversation. There can be many visual elements that help guide the user along to aid in their goal.
A sample of all the chatbot library elements
Result
We were unable to roll out our chatbot design due to security concerns with bot builder software integrating with the call center application. We did however, get to share our work with other design groups within Verizon and educated our peers on the power of chatbots.
Key learnings
Communication is highly complex and full of nuances. Keeping bias out when designing these experiences is essential in order to avoid alienating someone based on their colloquialisms, language barriers, ethnicities and even age. It made me a better designer because I learned that even I have biases and that empathy can help us design for all walks of life and not for those in a place of privilege.