Taskbot Answer Structure

Written By Freda Liang

A refined Chatbot answer structure with user centric elements and a systemc message structure to ease customers and improve their satification during after-sales service when they encounter issues.

Chatbot answer before and after the new systematic structure is applied

My Role

  • Defined prodcut scope by working collaboratively with business team to research on user pain points through user interviews and qualitiative data analysis on Chatbot Script

  • Built and iterated the MVP with local operation team across 10+ markets in South East Asia and LATAM America to integrate with localisation elements

  • Designed the A/B testing experimentation, rollout plan and tested out on final users in Indonesian market

User Pain Points

Results

  • Built a build a human-like chatbot from scratch to optimize the after-sales customer support experience

  • Overall Customer Satisfaction Score was increased by 10% in 3 months

  • Established a standardized chatbot answer structure to improve local operation efficiency by 30% across 10+ markets on the global scale

Freda Liang
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