Commlead Chatbot Project

Chatbot Design & Innovation for Comm Lead program

Led design and development of a CX automation chatbot for the University of Washington Communication Leadership Department.

Organization

Communication Leadership, University of Washington

Role

Chatbot UX Design Lead

Skills

Product Strategy, Project Planning, Design Leadership, Conversational Design, Solution Architecture

Tools

Tidio, Figma, ClickUp, Excel

User Research

FAQ Topics from first phase of project

Based on the information from the Assistant Director of the department, these are some of the most frequent question topics that could potentially be addressed with an automation solution.

User research and analytics overview from phase 1

Usability testing overview from phase 1

Chatbot usage analytics by end-users over a 6-month period

User inputs and ratings of the chatbots helpfulness across different questions and topics

Project Scope

Existing chatbot implementation has a monolithic architecture

When I first started the project, I noted the complexity in the decision tree architecture of the existing chatbot solution. The client reported that the convoluted structure often made it challenging to edit and update without the concern of inadvertently disrupting serviceable connections.

Overflowing inbox of typed in queries

The previous version of the chatbot allowed users to type in their queries from the very beginning of the chat session, which led to a superfluous queries that were typed out.

High rate of missed conversations

With the complex, monolithic architecture increasing friction for the admin in the update process, the inbox tends to flood As the chatbot is designed to solve the more common and repetitive questions, the solution is programmed to transfer exceptions and uncommon utterances to customer service reps who are more skilled at managing exceptions.