AI Interface Strategy: Enterprise Chatbots

I served as UX Conversational Strategy consultant for IBM Garage, advising a Fortune 500 client on chatbot development best practices during the emerging era of conversational interfaces (2019). The engagement focused on establishing frameworks for evaluating chatbot health, defining voice and tone guidelines, and optimizing conversation flows.

Client

IBM

My role

Senior UX Consultant focusing on: Developing chatbot health assessment frameworks Creating voice and tone guidelines Advising on personality development in AI interfaces Providing conversation flow optimization strategies Teaching best practices to client teams

Key Challenges Overcome:

  1. Redundant user interactions requiring multiple confirmations

  2. Lack of natural conversation capabilities

  3. Limited ability to handle user frustration

  4. Inefficient entity extraction

Impact

  • Established foundational frameworks for evaluating chatbot effectiveness that align with today's AI best practices

  • Created scalable voice and tone guidelines that helped teams maintain consistent user experiences

  • Reduced unnecessary escalations through improved conversation flows and emotional intelligence implementation

  • Empowered client teams with actionable strategies for ongoing chatbot optimization

  • Introduced concepts like tone analysis and personality design that have become crucial in modern AI development

Key Takeaways

  1. Early Recognition of AI Personality Importance

    • Identified the need for consistent AI personality and tone - now a cornerstone of AI interface design

    • Emphasized emotional intelligence in AI interactions, predating current focus on AI empathy

  2. Human-Centered Approach to Technical Solutions

    • Introduced "small talk" capabilities that are standard in today's AI assistants

    • Focused on reducing user frustration through tone analysis - now a key feature in modern AI

  3. Scalable Framework Development

    • Created assessment tools that teams could use independently

    • Developed guidelines that evolved with advancing technology

I design AI experiences that amplify human wisdom.



Copyright © 2024 Christy Carroll. All rights reserved.

I design AI experiences that amplify human wisdom.


Copyright © 2024 Christy Carroll. All rights reserved.

I design AI experiences that amplify human wisdom.



Copyright © 2024 Christy Carroll. All rights reserved.