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.
Team
- Two designers
- One developers
- One product owner
Tools
- Adobe XD
- Adobe Photoshop
Challenge
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.
Approach
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
Impact
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
