PRODUCT DESIGN
The Chatbot Creator
Instant messaging platforms have undeniably become a central part of our daily lives. Texting has emerged as the dominant form of communication, and if you're a business, it's essential to leverage this trend to your advantage. These platforms have transformed into powerful, accessible tools for businesses, enabling everything from customer support to entertainment and commerce.
As a company specializing in digital services for telecoms, Amdocs must include this in its offerings. The Chatbot Creator app will enable you to set up conversations effortlessly, quickly, and intuitively, while also allowing you to share, test, and review them with ease.
Discovery and Research
The challenge was to give the telco agent the best tool to build and manage the chatbot as smoothly as possible. To understand our user's and business needs better, as well as identify opportunities, we set interviews with 7 telco agents and admins from support and marketing.
We wanted to look into two main flows:
- Creating an online campaign
- Handling a support call.
Business Analysis
Being a major telco services provider, Amdocs already gathered data regarding the industry and business. The relevant KPI for our project gave us a good visual:
63%
of calls are resolved on the agent level
4
avg. checkpoints per call
3 Top Reasons for ontacting the call center
Usage & Topups
Billing
Tech Support
1 out of 4
calls are escalated to team lead
7.3min
Avg. call duration
42%
of agents upsell
Design Thinking sessions
After analyzing the data, we held a design thinking session. Over two full days, our product, development, and design teams employed various techniques to gain a deeper understanding of the business and its users - identifying their pain points, needs, motivations, and goals. The outcome was a set of mapped personas, a clear understanding of user challenges, and a fully sketched user journey.
User Journey for the Chatbot designer
The main insights we discovered:
- Telco companies are highly bureaucratized and procedures are complex.
- Dependencies are an overload.
- Agents are being measured by number of calls handled and sells.
- Call center workflows are tremendously cumbersome.
Concept & Ideation
The approach for this app is based on a one-stop-shop infinite canvas functionality. Here the user will have all he needs to build a full end-to-end flow, add attachments, connect APIs, send to reviews and get feedback. The main component would be the Box, which has various types, characteristics, and action menus. A quick share is available on each box and reviewing the entire dialog is a click away.
We defined main KPI’s:
Eliminate bureaucracy and techenical obstacles
Reduce overload on call center
Drive growth & Maximize engagement
Shorten TTM
We had a few iterations of prototype review and continued to the detail design, Concept, Design system, Permutations (Sunny day/rainy day flows, Empty states, Errors), Dev & QA Support
