To earn my certificate in ‘Chatbot Writing & Design’ of the UX Writers Collective, I created an interactive chatbot prototype for the imaginary airline Pogo Airlines. As the name already suggests, the bot was developed to answer booking-related questions.
📽️ Check out this short video of the interactive prototype of this bot
The customer service of Pogo Airlines has been facing some issues keeping up with calls and messages via social media. Research has shown that their target audience, especially millennials, wants airlines to quickly answer questions and to be flexible at every stage of the customer journey.
Especially managing the booking and making changes to the booking is one of the biggest needs for the spontaneous travellers style of millennials.
To improve the service and reduce the pressure on the customer service team, Pogo Airlines wants to build a chatbot. Automating a part of the booking-related questions should help to streamline the customer service efforts and to offer clients maximum flexibility to manage their bookings.
For this final project to get a certificate in chatbot design, we got a project brief with a sketch of the business context, as well as the pain points, needs, and concerns of the target audience.
In a real-life situation, I would make sure to dig deeper into the existing research and customer service data. I would also set up several meetings with colleagues in customer service and sales. This would give me a deeper understanding of the user needs and business challenges the chatbot could help to support.
Based on the brief, I started by defining a name for the bot, as well as a description of its personality. I picked the name Pogo Booking Bot which might not be very catchy or sexy, but it does clearly communicate what the user can or cannot expect of the bot.
I decided to define the bot’s personality with the following characteristics:
To get an overview of the necessary dialogues, I created a flow chart with the different paths that the chatbot would have to cover. The bot can help the user book a flight or make some adjustments to an existing booking. If the bot doesn't understand the user or isn't able to help the user, there is a smooth hand-over to a (human) customer service agent.
Check out the entire **flow chart** in detail.