problem

To free up (hypothetical) customer service time, I was tasked with creating a bot that would allow for users to check on flight information.

Solution

A bot with a main flow for checking up on flight info, as well as the ability to:

• Modify existing flight information

• Book a new flight

• Update account info

• Receive flight updates

Check out a prototype. If that’s too much, here’s the content (along with instructor feedback).

Result

A bot that was much more robust than the original spec. But if you’re going to do it, you may as well overdo it, right?

Who I worked with

Solo project

Problem

On the marketing site, there was no low-commitment way for potential customers to let us know what features most interested them.

Solution

I designed this bot to give site visitors a way to

• Learn more about the software’s feature set—both in-conversation and through linking to help content

• Set up a sales demo

Result

Awaiting data

Who I worked with

The build was solo, but I worked with sales and marketing for other feature content that I based the responses off of.

Problem

When a user reacted either neutrally or poorly to a help article, there was no way to gather feedback about how the article could be improved.

Solution

A bot that would

• Surface after a user had reacted neutrally or poorly

• Request information about how the article could be improved

Result

67% engagement

Who I worked with

Solo project

Problem

We didn’t want our customer care team working over weekends if they didn’t have to. However, with a number of clients having weekend hours, potential emergencies could happen at any point.

Solution

When a user opened a new chat after hours, I designed a bot that:

Informs users it’s outside of our normal working hours

• Provides users with a way to submit feedback (to be reviewed next business day)

• Give users an emergency button, which:

  • Takes them through fixes for common show-stopping issues

    Surfaces the emergency contact’s number if fixes don’t work

Result

(So far) no calls have been routed to customer service through the bot.

Who I Worked With

Customer care team