PROJECT: María Luz, the chatbot
ROLE: Research, design and upgrade a fully operational chatbot
DURATION: 6 months
Vision
EDEMSA is one of the biggest energy distribution companies in Argentina. In order to improve its customer service during the pandemic, a chatbot was designed and implemented. Because of this, clients would ask and obtain information without calling or attending offices. As a result, more people would receive a answer from the company.
Challenges
Limited time and budget to achieve a functional application.
Accessibility for all kinds of users
Quantity of content and how to arrange its order
Usage through webpages and Social Media
The main purpose is to attend users who cannot call nor visit the offices
User Journey
I drew how the user used to communicate with the company and how this chatbot could improve the way it reaches EDEMSA.
Guiding questions:
Who can use this chatbot?
What does the user want to do when communicating with the company?
What are the main topics of customer service?
Which social media does the user usually have?
How can we automate some processes using a bot?
How will we know if the user got a good experience with the chatbot?
Wireframe
At the beginning of my design process I created a wireframe to test options and diagrams.
What we achieved by doing this:
Have a visual representation of each option
Know what are the main topics
Understand how buttons are related to eachother
Analyze options and menus
This is how the "energy problem" option was first diagramed.
User Testing
Before launching the product, we did a testing round among colleagues, other people in the company, family, friends and real users.
We tried to answer these questions:
What social media does the user have?
What keywords are used when chatting with the bot?
Which topics can be automated and which have to be analyzed by a human agent?
Do they feel comprehended in their issue?
Is the information they are looking for programmed in the chatbot?
Were the options or buttons easily recognisable?
These are the results:
Did it work?
People now uses "María Luz", the chatbot, more than all the other communication platforms combined.
+59k*
conversations per month
50
agents answering chats
+100%
more users can communicate with the company
9.29*
average satisfaction rate (on a scale of 1 to 10)
*Data obtained until June-2021