Improving the Chatbot Experience
A team at a Fortune 500 Technology Services company needed to understand the critical user flows across the chatbot conversations currently installed and how the experience could better improved to increase customer engagement and decrease deflection.
We used our support experience model combined with our experience review and data review services to:
Extract attributes for the “chat box experience” leading to testing against 57 critical experience success attributes.
Conduct user flow testing for 6 scenarios.
Provide an in-depth report of areas of opportunity and impact.
Recommend changes based on a scale of effort required and impact to experience and productivity.
Review chat logs to extract patterns in language and requests and understand their audience language and personas.
Prioritized key updates and stories in the backlog that that would make an immediate impact to the experience
There was a 40% decrease in drop-off rates from the chat-bot service as compared to the original pilot.
Left the team with success criteria and measurements that they could use proactively moving forward in their product strategy.
The report was very thorough and gave us the ability to understand exactly what was positively or negatively impacting the experience, so that we could make better informed decisions in how to drive the product.
- Product Manager