LINH MCDERMOTT
Self-service AI chatbot for self help
The following projects are where I have implemented chatbot or virtual assistance to help customers find the service, support, or help they need. Virtual assistants engage customers through messaging channels. Self-assistance chatbot provide a personalized experience for the customer whilst reducing the amount of time a Live Assistant has to deal with common service queries
My Equifax concierge - self-service chatbot
Background
Equifax wants to help educate customers about their credit information for MyEquifax and Get Credit Score products. The brief is to create an interactive virtual assistant that provides tips and advice relating to how to improve their credit score as well as help and assistance finding other mortgage and credit-related information
Workflow
We worked using the agile methodology in a 2-week sprint format. At the beginning of each sprint, we would plan our next sprint. Using JIRA, we split the tasks into manageable pieces and added estimations. Previous sprint tasks that still need to be completed would also be carried over.
At the end of the sprint, we would have a retrospective to reflect on the sprint to see what went well, things to carry on doing, and things we could improve on. We would continue to refine our sprints from the retros and build a team and product.
Fair trading Dept of Cust services - chatbox
To redesign the coles chatbot to help customers track delivery and manage their orders, including any return of items and find refunds, receipting cancellation of subscription services
My role within each sprint consisted of refining new and existing chatbot flows to help establish hierarchy and page flow. I was also available to help answer any questions the developers had and reviewed their work to ensure the site reflected the designs.
I created a fully functioning prototype to present to the client during meetings to help them understand how each page worked together, with feedback and amends collated for each sprint.
More details coming online
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Coles self service chatbox
Virtual assistants engage customers through messaging channels. The aim of of the Coles assistance project is to provide a personalized experience for the customer whilst reducing the amount of time a Live Assistant has to deal with common service queries
In addition to this, the content strategy of the coles chatbot to help customers track delivery and manage their orders, including any return of items and find refunds, receipting cancellation of subscription services
NEW! More details coming online or contact me
