KEY INFORMATION
- Article published in Fox Quarterley Review
- https://www.foxcomms.com/foxquarterly/how-artificial-intelligence-is-transforming-the-luxury-sector/
Tag: conversation design
Planning a train journey with a chatbot (and other commuter delights)
KEY INFORMATION
- I worked in a two person design team on a chatbot using conversational AI to help commuters with their everyday transport needs.
- We worked to understand commuter pain points.
- The most complex part of the design was a fully conversational journey planner.
- The most delightful part of the design was a function that told passengers where to stand so that they could board the train near their seat.
- I was responsible for writing the tests for a proprietary program to check we were providing the best possible customer service.
- Commuters using the chatbot (on WhatsApp) expressed greater degrees of satisfaction with the train brand and perceived that they could carry out their desired action more quickly than using the phone or face to face contact.