Embedded AI-powered chatbot to answer 60% of tier 1 questions, powered by 700+ articles, videos & guides in the help center. Evaluated agent copilot tools as well.
My role: documenting requirements, working across teams on implementation, and budgetary ownership. I worked with my team to create a content plan across articles, videos, FAQs and more.
The outcome was that the contact rate (number of tickets / active monthly users) dropped nearly in half, showing a substantial increase in efficiency and accommodating growth while deferring 4-6 headcount.
CX considerations for AI:
- Phased approach to understand impact without substantial interruption for customers or team
- Ensure the AI was benefitting customers by never blocking the ability to talk to a human, and auditing logs on a monthly basis to identify improvements
- Create “hard” flows for mission-critical scenarios like cancellations, purchases, or talking to humans
- Seamless integration with existing tools (Zendesk, Confluence, Jira, etc.)