Conversational User Experience for Enterprise

I managed and led a team of Product Designers who developed a set of flexible and extensible building blocks to create digital assistant. A business user used natural language to interact with the system and the digital assistant matched user’s intent with available bots and responded with the most relevant information.

Dialog Model

Dialog model was a logic that loosely governed how digital assistant processed user's intents. My team improved its dialog model to better accommodate intent disambiguation and to provide better responses to users when it failed to help.

This work involved intensive audit of the existing dialog model, identifying areas that caused users to stuck, and designing the conversational experience.

Digital Assistant Personality

In Enterprise, it was important to set up the right expectation of what a digital assistant should be. Business users expected the digital assistant to be a helpful co-worker with appropriate personality traits.

My team conducted extensive researches on personality and wrote responses for digital assistant that reflected the traits.

Conversational User Experience for Enterprise Guideline

To ensure accessibility of information across SAP (which consists of many subsidiaries with their own designers and developers) and eventually to external public, my team establishes a comprehensive guideline that house useful information and recommendations on creating conversational products for enterprise.