The challenge in this project was to find one interface solution for both products Chat and Bot where customers feel delighted to be assisted.The Idea was to help customer and Call Centers to have the best experience, where call Centers are in urgent need of costs reduction for their operations, so automatic assistance is a must, but on the other hand, the consumer’s main need are agility and efficiency. To achieve this objective, the automatic assistance will be the first contact with the customer, if the robot is not able to solve the problem, the customer will be quickly transferred to a human agent.
Requirements:
1- Map the consumer’s journey through assistance
2- Solve how forms and media would be used during assistance
3- Let the customer know when they are being attended by human or robot
4- Design the functions “reconnect"and "send chat history”.
1- Map the consumer’s journey through assistance
2- Solve how forms and media would be used during assistance
3- Let the customer know when they are being attended by human or robot
4- Design the functions “reconnect"and "send chat history”.
Chat product flow
Chat flow
ChatBot – Consumer view
Direct Talk’s ChatBot was conceived to be a B2B and B2C product.
For the B2C perspective, my goal was to design a very simple and intuitive interface for the Chatbot floater widget, so consumers who are in urgent need to contact customer services feel delighted to use.
For the B2C perspective, my goal was to design a very simple and intuitive interface for the Chatbot floater widget, so consumers who are in urgent need to contact customer services feel delighted to use.
ChatBot – floater widget
ChatBot – floater widget
ChatBot + FAQ – widget
FAQ – Consumer view
FAQ product also required a floater widget version, bellow you can see the final designs.
FAQ – Floater widget final design
BOT management interfaces – BackOffice view
I have designed user friendly interfaces for Direct Talk’s clients (mostly Call Centers) in urgent need to configure easily their Bots by managing the knowledge base (articles, synonymous and media), publishing articles and so on.
Knowledge base management view
Bot visual edition view
Articles management view
Articles management view
Multiple answers management
Multiple answers management
