Web Virtual Assistant
Ted – Telkomsel Enterprise
Powered by Artifical Intelligence technology, Ted is a chatbot present to help Telkomsel Enterprise customers find the right solutions to help their businesses grow.
TIMELINE
Jun - Sept 2024
MEMBERS
Me (Design + Research)
Angela Merici (PM)
Puguh Aplian (UI UX Lead)
Telkomsel Business / PO
TOOLS
Figma
Principle
Salesforce
DISCIPLINE
User Experience Research
Value Proportion
Interaction Design
" Conversion rate is low,
we need more qualified leads
coming from Ted! "
It surely is a challenge for a chat bot widget , sitting on the bottom right corner to STAND-OUT in a packed commerce site.
Let alone, HUMANIZING an A.I chat bot would be quiet a difficult homework.
UXR
Roughly only 3% of Ted inquiry converts
And only 2 of them closed a deal per month. These are numbers reported to us.
We first map out the current flow(s) from user end & from technology behind while browsing at Enterprise and interacting with Ted,
to identify the cause behind such low number.
We realize there are 3 high-level phases user encounter during browsing and interacting with Ted.
1
i Discover
2
i Learn
3
i Decide
Previously, Ted only capable to cover i-Learn phase with it's static chatbot capability, while an optimal CX should cover the whole site experience, down to every small step.
So we started benchmarking & ideate new feature and map them to each phases.
IMPROVEMENT GOAL
Need initiatives to expose Ted's presence and shorten user journey via assistance.
The 3 pillars for this improvements are ;
INTRODUCE
Effectively introduce
Ted's capability
PRESENCE
Push Ted's entry point across
Enterprise features
CONVERT
Record visits as a lead
and qualify later on
Proactive Nudge
Ted to greet user in various conditions
(first time landing, idling, filling form, browsing, etc)
Magic Button
Ted to intelligently provide redirection links or useful on-the-go informations corresponding to their current inquiry.
Auto-redirection
Similar to Magic Button, Ted able to provide shortcuts
corresponding to their current inquiry via conversational.
Hybrid Performance
Just as sharp across desktop and mobile platforms,
a fully responsive web experience.
Curious to listen more?
Feel free to reach out 👉 here 👈