Alli Chatbot

Alli Chatbot

Alli the Chatbot

The Alli Chatbot was of Information Technology Services (ITS) winning a statewide innovation grant from the California State University (CSU) system. It explored the concept of Artificial Intelligence (AI), specifically Natural Language Processing (NLP) concepts such as Intents and Entities.

My Role

  • Lead UX
  • UX Research
  • Conversational Design

Since conversational design was not part of our core competency, I sourced and contracted with AI consultency to assist in this project.


  • Two designers
  • One developers
  • One product owner


  • Adobe XD
  • Adobe Photoshop


Introduce AI via a support level chatbot to aid students, staff and faculty on their time. It was extremely critical to be transparent that users would be interacting with a bot and not a human. The conversational design would need to convey this experience.


Research pain points the chatbot could off-load from the ITS Service Desk. We set out to interview ITS staff and student who tackled level one support calls and emails. With our external consultants, we defined two student personas.

User Follows & wireframes

Alli Chatbot wifi user flow
User flow for wifi conversation
Alli Chatbot lo-fi mockups
Alli Chatbot lo-fi wireframes


After a week in production, Alli was about to offload over 198 calls/emails from the Information Technology Service Desk


Had their issue resolved


Ran into issue/Dead end


Didn’t submit a ticket


Didn’t return/ No further action

Alli Chatbot Sign-in
Alli Chatbot narrowing password chat
Narrowing password chat
Alli Chatbot narrowing ending chat
Ending chat