Conversational Design in Corporate Finance
Task Based Chatbots
Background
AI chatbot experience created to address user task and simple status based questions on an corporate banking application. Customer support teams were facing a high number of inquiries around simple user task flows and payment status questions. Users ask for things in human ways. The banking platforms and systems require layers of learned knowledge in order to help users achieve simple tasks.
Team & Timeframe
My role was lead UX designer, responsible for end-to-end experience. I was part of a daily working team and collaborated across the payments organization including internal operations, innovation, product, technology & multiple vendors partners over a two years time frame.
User Landscape
Activities
Lead Experience Designer and Conversational Designer
Designed UI component strategy for a chat across the organization
Weekly collaboration with Operational Support teams
Data analysis on user chat input to improve both natural language modeling and experience scope
Collaborated with researchers on: Exploratory study on users adoption of chat experiences, usability testing of chat UI components, quantitative analysis on user success, and ethnographic study of user needs.
ReMade Samples
Results
~70-80% containment for applicable service inquires in a channel
Scale to from pilot to full applicable user base ~250,000 end users
Full coverage support of use cases in application
Scalable conversation strategy for other business lines
Press
