Reliance Bot

Implementing AI-powered chatbot to optimize B2B marketing and sales.

June 2019 - October 2019

Client: Reliance Foundry

Industry: Metal Casting & Manufacturing

 

Problem

The company’s main sales channel needed a chat interface to provide customers with prompt response while enabling them to reach Sales. 

Solution

An AI-powered chatbot on Reliance's website for prompt answers, with human fallback live chat.

 
 

 

My Role

 

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

Activities Performed

  • 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

Early Designs

 

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

22

USERS

involved in

research & testing

98%

INQUIRIES

from users

matched to intents

 

 

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

  • LinkedIn

I am a digital designer specialized in UX/UI design, with experience of digital marketing and community engagement.

I design to build meaningful connections among us.