Certification Bot
Automated Voice Assistant
Project type
Voice Assistant for a Certification Institution
Role and responsibility
Lead Conversation Designer
Prototyping and implementation methods used
Problem statement
Due to a surge in inquiries, the educational institution's Advisory support system struggled to keep up, leading to delays and frustrations.
Solution and impact
To address this issue, we implemented a fully integrated Certification bot that can provide students with their membership and certification statuses. In Addition, Certification Bot provides certification holders with their educational credit totals. By automating these processes, the institution improved the efficiency and speed of its support services, ensuring that students receive the help they need on time.
Certification Bot persona
To ensure that the Certification Bot's personality would be well-received, I partnered with Marketing, Advisors, the Certification Administration, Members, Certification Holders, Researchers, UX, and team members to design its persona. We aimed to develop a familiar, comfortable, professional persona for the Certification Bot, but not overly formal. In addition, we wanted to balance being approachable and friendly while maintaining professionalism.
Developing a prototype and putting it into action
I developed prototypes in Lucid Chart, Voiceflow, and Botsociety, then collaborated with UX, Research, SMEs, and Engineering to deploy them to Amazon Alexa and Google Assistant. Find the sample workflow below:
Outcomes and lessons learned
The Certification project was successful, with positive results. This experience emphasized the value of utilizing technology to alleviate the burden on support staff. As a result, we launched an intelligent assistant that handles over 200 interactions per month. In addition, we worked together to improve its design to optimize its performance.
Listen to a demo of Certification Bot
