Creating a chatbot voice & tone
My product team at a financial services company piloted an internal chatbot to help branch teams (financial advisors and branch office administrators) get support more quickly through self-service options.
Note: Some details and images are not included or have been redacted for privacy reasons
December 2022 - February 2023
UX content strategist (me), UX researcher, product owner, business analysts, web content strategists
Bot platform, Mural
How might we make the experience more efficient, relevant and easy for them?
Branch team quotes from SAT survey
We’ll know this is true when we see an increase in our chat satisfaction survey score.
What I did
I was moved to another product team after completing this project, so the next UX content strategist they hire will continue testing the style guide and iterate based on feedback.