CX Cloud Virtual Assistant
Seamless Support Revolution: The CX Assistant Evolves to a Unified Powerhouse Across CX Cloud!
Project Overview
The CX Cloud Virtual Assistant consolidated multiple chatbots into a single, sophisticated support entity, enhancing its knowledge and capabilities. Designed to be context-aware with smooth skill adaptability, it effectively resolved fragmentation and accessibility issues that users were facing, thereby providing a cohesive and streamlined support experience.
My Contributions
- Project Kickoff, intake, and discovery
- User Research
- UX & UI Design
- Visual Design
- Conversation Design
What were we trying to solve?
Problem Statement
Enhance the chatbot to unify pre and post-case functions, broaden its scope across all CX Cloud areas, improve conversation depth and natural language understanding, enable live-agent interaction, and enhance UI/UX.
Opportunity
Create a chatbot solution to enable customers to find answers independently, reducing reliance on TAC cases. Enhance support with a broader scope of user-suggested topics and scalability across all CX Cloud areas. Implement NLI/NLP to understand user intent from free-text input and encourage users to seek answers from the bot instead of creating TAC cases.
Contextual Assistance
The user will be presented with contextual topics based on where they are in CX Cloud. If contextual topics aren’t relevant to the user when they engage the virtual assistant, they have the option of selecting other topics.
Virtual Assistant Anatomy & Consistency
