CLIENT — Aitomon
ROLE — UX & Research, Content Strategy, Art Direction
CATEGORY — Chatbot, UX, Strategy
While it might seem like Artificial Intelligence (A.I.) and machine learning are far from having an impact on the way most companies’ operates and communicates with its customers right now, think about how much the internet and technology changed the way we live and work over the last two decades. There is many undiscovered potential in what we can do with A.I. and chatbots in the future.
The "Ask Sora" project explored current consumer chatbot experiences that are out in the market, to identify trends, behaviours and gaps in the interaction between the consumers and the bot.
This project brings together a team of three user experience designers and the stakeholders of Ask Sora to go through the human-centred design thinking process to innovate and redefine the chatbot to encourage more user interactions.
Aitomon created Ask Sora as “a friend that millennials can talk to”, the inability to engage the users is a sizeable roadblock for the company. Since consumer chatbot is still not a product that is widely accepted by the consumers, we needed to coordinate with the needs of the stakeholders and essentially think of a potential lead-in to what the millennials might want.
Our challenge was to identify with the millennials to understand what keeps them engaged and interested, increase user interactions to gather data for machine learnings.
Establish Sora as a friend that entertains you with news and humours
The final result was an optimised experience which was designed to encourage more user interactions –which in turn generates more user data for machine learning.