Implementing AI-powered chatbot to optimize B2B marketing and sales.
June 2019 - October 2019
Client: Reliance Foundry
Industry: Metal Casting & Manufacturing
The company’s main sales channel needed a chat interface to provide customers with prompt response while enabling them to reach Sales.
An AI-powered chatbot on Reliance's website for prompt answers, with human fallback live chat.
I was the sole researcher and designer on this project. I worked closely with a Graphic Designer and Marketing Manager.
Card sorting at design thinking workshop
Conducted and presented competitive analysis, market & user research
Led design thinking workshops
Created customer journey mapping
Performed task analysis on key actions
Designed chatbot conversation flows with intents and fallbacks
Built machine learning knowledge base for chatbot training with Google Dialogflow
Tested user interface and conversation flows
Google Dialogflow training: for chatbot to understand business/industrial terms
Bot conversation & interface design in early ideation
Kommunicate.io was used for live chat & user testing
research & testing
matched to intents
"Anita's work on Reliance Bot is exciting for the whole company. I'm hopeful to see a good turnout when it's launched."