Overview
The AI-Powered Customer Engagement Platform is a B2B digital product designed to help businesses manage and oversee their AI-powered customer engagement through a centralised platform.
While customers interact with the AI chatbot to get answers, make enquiries, or request assistance, businesses can manage conversations, leads, and AI chatbot's settings across dedicated sections of the platform.
Roles and Responsibilities
Role: UX Designer, UI Designer, Prototyping
Responsibilities:
Designed and refined website interfaces with a focus on clear information hierarchy, intuitive navigation, and user flow
Structured and presented analytics information through UI components and layouts to make complex data easier for users to understand and navigate
Integrated Claude Design (Beta) into the design workflow to improve efficiency and accelerate design iterations, providing design direction and functional requirements while refining AI-generated solutions to meet the intended user experience
Utilised Softwares
Problem Statement
Many businesses receive a high volume of repetitive customer enquiries through their websites, making it difficult to respond promptly while ensuring potential leads are properly captured and followed up.
While AI can automate initial customer interactions, businesses still need a clear and efficient way to manage conversations, capture leads, route enquiries to the right team members, and step in when human support is required.
Managing these interactions also requires businesses to configure and maintain the AI chatbot behind them. With different areas such as AI chatbot's knowledge management, AI guardrails, and response settings, the platform needs to present these functions in a clear and organised way, allowing users to easily find what they need and understand how to manage the chatbot.
Goal
Design an intuitive and user-friendly dashboard for businesses to view the analytics of the AI chatbot's performance, as well as managing the AI chatbot and its settings.
Simplify the management of customer conversations and leads within a centralised platform.
Organise complex platform features into a clear and easy-to-navigate experience for non-technical business users.
User Research
To understand the different needs and use cases of the platform, I researched how businesses across industries such as Automotive, Healthcare & Medical Clinics, Education & Training, Beauty & Wellness, Professional Services, and Logistics & Transportation could use an AI chatbot to support their customer enquiries.
The research focused on identifying common enquiry types, industry-specific customer needs, and how businesses would manage these interactions, providing insights into how the platform should be structured to meet their needs.
The final design provides businesses with a centralised platform to manage their AI customer engagement experience.
By organising complex AI functions into clear workflows and an accessible interface, the design aims to give business users greater clarity and control over how their chatbot operates and how customer enquiries are managed.
