The Virtual Assistant is an artificial intelligence chat bot that offers self-help options.
Powered by Connect AI and utilizing IBM Watson technology, it is a powerful tool in reducing the time it takes a user to find solutions to their issues or connect quickly to a support specialist.
It helped VMware automate 75% of their total support request tickets when it first launched.
Ideation
AI Architecture
AI Architecture for the License Management user flow. The red numbers were the beginning of a separate AI Architecture flow. I created over 20 distinct flows just like this one to cover almost anything a client would need to do on the site without having to talk to a customer support representative.
Prototypes
Most virtual chat bots use a circle button but our Business team really wanted Customer Connect AI to be a branded experience that would become well known, so I decided on using a longer pill-shaped button with an icon and text.
User options were created as separate buttons. I originally tried these as text buttons, but we needed to also add help articles (the next screen) which were all text. Actual buttons here created a bolder visual hierarchy of the user actions.
When a user comes to the end of a flow, they could have the option of receiving help articles. To make these very apparent, I gave them a different visual treatment, using a light blue background and blue text to really indicate they were links that would take the user to a new tab.
A feedback form appears once a user has completed their experience. Form goes straight to VMware's Customer Connect Dev team to make any improvements.
User Flow - Change Super User
User Flow - Unable to Open Technical Support Case
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