Your Personal Assistant

Description

Year

2022

Timeline

8 Weeks

Skillset

User Research
Workshop Facilitation
Conversation Design
Validation Testing

Role

Lead Designer

Background

CIBC's IT help desk was overwhelmed with 65k+ calls per month during their return to office post-COVID. The bank wanted to try how Watson Assistant could be used to simplify access to the internal knowledge base for employees, and automate simple help requests for the help desk.

Nicknamed Percy, the virtual assistant could search through CIBC's existing knowledge base, reset or replace access tokens, and automatically escalate requests via email.

What I did

I led process discovery workshops to understand the problem space and define the scope of this MVP build. Working together with AI engineers, I designed and tested the conversational flows, eventually determining through a validation study that Percy had a 90% success rate in resolving queries.

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Problem Discovery

Workshops + Interviews

I led 3 workshops with 12 IT analysts, agents, and managers to understand their existing call flow, top help topics, and define an ideal personality for the virtual assistant. During a workshop, one participant suggested using Percy (CIBC's penguin mascot) for the chatbot's visual identity, something we ran with.

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Building Conversations

Making it real

The topics, intents (action) and entities (object) discovered in the research phase were translated into a conversational flow. This was mapped out for all 13 topics to ensure that the tone of voice remained consistent, and that all edge cases were covered.

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Feedback

USability testing

During testing with 120 users, 93% of conversations were completed successfully with no additional intervention required. Qualitative feedback was gathered via focus groups, where it was found that the ability to reset tokens and passwords had shortened a multi-hour process to 10 minutes.

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