Conversation Design
Everybody and anybody thinks they know about AI these days, and heck, they probably do know a bit... exactly enough to be dangerous.
With the proliferation of Chat GPT and smart assistants we're in the AI boom, not unlike the internet boom of the early 2000's. I started with the basics.
Conversation Designer
My Chatbot Design Strategy
Learn more about my strategy for conversation design
Read about how I determine what to automate, design my flows, and measure chatbot performance.
My Bots and Flows
Learn how to chat with my bots
Get a sneak peek into content I've developed professionally, and the way I think through intent automation.
My Impact
Containment
Containment
Containment
Helping Users Help Themselves
- Increased total containment from our agent by 2.5% in 2020
- Contained 50% of our users on our most recent experiment, saving +30,000 last quarter; projected $1.1 million savings annually
Accuracy
Containment
Containment
Questions Get Relevant Responses
- Utilized confidence thresholds and training strategy updates to grow from 67% to 80% accuracy over 2 years
- Advocated for users, putting the work on conversation designers to do better, rather than blocking escalation
Helpfulness
Containment
Helpfulness
Using Explicit Data to Improve
- Increased total explicit helpfulness ratings by 3% in 2020
- Coordinated and consulted with stakeholders and care agents to ensure content was vetted prior to launch
Coverage
Architecture
Helpfulness
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Content: Quantity & Quality
- Mined user data for automation opportunities & managed +100 Dialogflow intents
- Created +50 administrative & self-help conversations
Architecture
Architecture
Architecture
Architectural Achievements
- Designed GoDaddy's most complex troubleshooting conversation to date
- Orchestrated multi-bot architecture consolidation to ensure content first pattern
Bots
Architecture
Architecture
Automated Agents
- Coordinated initial launch of GoDaddy's help bot, delivered 3 A/B tests in 2 localized markets, & migrated from a custom-built container to a 3rd party integration
- Created portfolio bot using Dialogflow, chat with it here.