INTRO
The company faced extremely high operational costs with support: each customer service interaction cost about R$50, and we had over 30,000 monthly tickets. The chatbot project was created to reduce these volumes, cut costs, and empower users to solve issues on their own.
I worked closely with my Design Manager and a UX Writer, as well as the customer support team, to ensure the chatbot aligned with business objectives and maintained core support values. My main responsibility was to define the chatbot structure, outline its essential principles, and make it scalable and clear.
Bullet points
The biggest challenge was building the information architecture for highly complex conversation flows. I analyzed a large volume of support tickets, "Reclame Aqui" complaints, and app store reviews to map user needs and pain points. I then prioritized demands, created detailed conversation flows, and defined all chatbot principles to ensure scalability and consistency.
THE SOLUTION
After mapping and prioritizing, I designed the visual components, focusing heavily on microinteractions and emotional engagement to make the chatbot feel approachable and human-like. Prototypes were created and tested for usability, and all tests achieved excellent results, leading to a confident launch.
RESULTS
The chatbot successfully decreased operational costs by R$7 million per month and reduced user waiting time from nearly two hours to just eight minutes. Overall, we achieved a 70% reduction in human support demand, delivering a scalable, user-centered solution with high business impact.
