On the Verizon Business page, chatbots aren’t intelligent enough to manage customers requests and inquiries. When faced with questions to conduct simple tasks, the Verizon Assistant causes breakage in the lines of communication between itself and the customer.

Investigating Verizon Assistant’s UX

During the research phase, it was discover that customers most experienced the following:

• No action steps for a common ask
• No recollection of previous inputs, resulting in multiple repeated steps
• A common ask resulted in a loop that ends without fully being addressed

Understanding the conversational AI landscape

With the rise of generative AI, the team compile a list of competitors who’ve implemented chatbots to improve the user experience, analyzing its strengths in comparison to the Verizon Assistant.

Next Steps

As the project timeline didn't coincide with my rotation at the agency, my contribution and observation solely covered this core section of the project.In the end, this project explore how the chatbot's UX could be enhanced through the lens of incorporating elements of conversational AI, such as:

• Design natural, intuitive conversational flows that guide users through their journey, from product exploration to checkout, ensuring a frictionless and enjoyable experience
•  Integrate customer support services, enabling users to receive assistance, resolve issues, and get answers to queries in real-time, ultimately improving customer satisfaction
•  Enable more effective, everyday language to communicate promotions, discounts, and special offers, fostering user engagement and incentivizing purchases

Based on the timeline of this project, user testing would be conducted to quantify clickthrough rates and completion times.

Key takeaways

It takes great dexterity to demonstrates a quick learning curve, strong problem-solving skills, and the ability to absorb extensive information rapidly throughout this project. This allowed me to:

• Address challenges and finding creative solutions that align with the project's goals and objective
• Understand the project's history, goals, and current status efficiently
• Balancing design consistency and incorporating unique improvements