Anita Sun
Reliance Bot
Implementing AI-powered chatbot to optimize B2B marketing and sales.
June 2019 - October 2019
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Client: Reliance Foundry
Industry: Metal Casting & Manufacturing
Problem
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The company’s main sales channel needed a chat interface to provide customers with prompt response while enabling them to reach Sales.
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Solution
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An AI-powered chatbot on Reliance's website for prompt answers, with human fallback live chat.
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My Role
I was the sole researcher and designer on this project. I worked closely with a Graphic Designer and Marketing Manager.
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Card sorting at design thinking workshop
Activities Performed
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Conducted and presented competitive analysis, market & user research
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Led design thinking workshops
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Created customer journey mapping
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Performed task analysis on key actions
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Designed chatbot conversation flows with intents and fallbacks
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Built machine learning knowledge base for chatbot training with Google Dialogflow
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Tested user interface and conversation flows
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Early Designs​​
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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
Results
369​
INTENTS
designed for
conversation flows​
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22​
USERS
involved in
research & testing
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98%​
INQUIRIES
from users
matched to intents
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Testimonial
"Anita's work on Reliance Bot is exciting for the whole company. I'm hopeful to see a good turnout when it's launched."​
Anita Yu Sun
