AI Chatbot Experience

The Challenge

The business needed an AI feature built into their SaaS application to enhance their Series B investor portfolio. The users were data scientists, developers, and the goal of the feature was to design an experience that would lower the cost of user training and troubleshooting, while simultaneously making the feature scalable as the business invested more resources into AI technology.

Stakeholder Interviews & Research

I interviewed the product owners to understand the business and user needs, and collaborated with developers to ensure technical feasibility. I also researched several AI applications for competitive analysis, and to understand other AI user experiences so I could deliver an experience that would be familiar to users but have a competitive edge.

Designs

MVP Question/Answer Experience

Outcome

I incorporated the company’s illustrated mascot to make the feature more approachable and put a face to the AI bot. While I did not design the original character, but did do some illustrative work to modify his appearance for the feature. For MVP, we landed on a question/answer format, but I presented some ideas for scaling the experience that sales could use to present to potential clients. 

Next Steps

I designed proposed solutions for enhancements to the AI feature. I included question suggestions that would assist the user with potential ideas to ask the bot, as well as related secondary questions the user could ask. Since the users could be developers or more technical users, I also proposed a concept that includes code in the AI generated answer for the user to copy/paste. All of these proposed solutions would result in a more robust AI feature as the bot is trained to give more complex answers.

Future Enhancements