Web integrated bot for IT support
Project:
Web integrated bot for IT support session scheduling
Users:
Employee and Contractors
Pain points:
Due to Limited manpower in IT support team, some of the support requests were getting delayed as per expectations from end users. User were getting frustrated to get dedicated support.
Solution:
We created Web integrated bot for support session scheduling as per availability of user and support analyst.
Project duration: 3 months
Team: 2 designers and 1 researcher
What I did: Research and management
· I did study of various bots and its content flow for various short journey goals. Based on my studies, I created some samples of workflow concepts on paper and used that for discussions with stakeholders for white boarding.
· That helped me to create static mockups for web integrated bots and I used them to test with sample users.
· To test the content flow, I used ‘Wizard of OZ method’ on IM platform.
· That gave me insights on how users will expect the bot to respond and what will be typical responses from users. Then I created refined mockup.
Achievements:
· Increased satisfaction index of users and well managed support ticket scheduling and closure.
· Reduced cost of total expenditure on support staff billing charges.
This was first project of learning the bot UX, this gave me insights into basics like, methodology that can be adopted for AI driven frameworks like dialogue flow. Leaned to determine the dialogues that users will go through, effective feedback communication techniques etc.
Paper sketches for whiteboarding.
Final mockups for integrated bot proposal
