Withdraw Chatbot

Project Overview

User groups reflected desire for more digital capabilties such as chatbots for common
Wanted to explore chatbot capabilities within global wealth asset management

Product manager managing the initiative, working 2 engineers and 1 designer and 1 analyst

Performed secondary research on chatbot usages and implementation guidelines through academic papers and competitor analysis
Worked closely with product and operations teams to explore areas that are suitable for chatbot
Job shadowed call center representatives to understand existing pain points
Technical proof of concept to explore various frameworks and capabilities

Participants can only find out the status of their withdraw requests by phoning the call center
Wait time is over 20 minutes to get through to a call representative, and they are only available Monday to Friday during work hours
Need guidance to understand the different types of withdraws, but the website is difficult to navigate
Anticipate high number of tax inquiries at the end of the year

Given there was no direct access to participants, the team worked closely with call center representatives who frequently interacted with participants to design the dialog flow through a series of ideation sessions
Created low fidelity prototypes for Q&A vs. open-text chatbot, created scenarios and posted on usertesting.com for feedback. Result showed that users preferred the structured approach of Q&A chabots given its limited scope
Worked closely with product teams to design and integrate the chatbot into the existing website

Over 1000 participants have accessed the chatbot, with 70% repeated users
Demographics spread across different age groups and geographical locations
Mixed feedback, users wanted more transactional capabilities (e.g. taking out a loan through the chatbot)
Analyzed usage statistics, identified and prioritized areas for continuous development