Meet Tony- our personalized character who helps internal employees better serve their customers.
His ability to dig into this large, multi-national organization's data and pull out useful operations that better serve its customers is amazing.
Drew helped his team win with this delivery by working closely with the client and with our key development resources.
Making this character's appearance both on-brand and non-threatening was a key to ensuring the success of this design.
The chatbot has access to key internal systems that ensure the reliability of his recommendations and actions. That said, there are plenty of hand-checking fail-safes that prevent runaway actions from disrupting the system.
All actions require multiple human intervention and approvals.
Tony can ping users who subscribe to his alerts. These messages are based on users' individual roles, the accounts they manage, and so forth.
One scenario we mapped out was for a Category Manager named Ryan. This was additional work my team took on to plumb the depths of possible interactions between users and the automated system.
We were able to surface many interactions (as well as improving the ways these interactions played out) that were not originally in scope.
In this one scenario, our primary user, Ryan gets an alert letting him know about an upcoming disruption to sugar supply & price.
Next step, we see Ryan look into actions to intervene in this scenario and avoid a bigger set of problems for his organization.
With this alert, Ryan is able to explore options with Tony the chatbot and discover a good option. He sends this forward up his internal chain of approvers for the action he wants to take- and ends up extending a contract that was due to expire, but at a slightly higher price.
So, he is able to take a small hit on price for this supply early- and avoid a much bigger hit later that would have hindered his organization.
Of course, there is much more to the design and work we did for this effort, but our team did an amazing job fleshing out many of the technical limitations and helped establish guard-rails for preventing runaway processes from dominating the system.
An amazing, challenging, and rewarding project to lead and to deliver!
