UX principles for Ada: a support chatbot

Republic's support Chatbot (concept)

I had the opportunity to focus on how we could tie together various facets of our support channels into one medium that was platform agnostic. Our engineering and development teams were also working on ways to user natural language processing to create a support chatbot that would work serve as the liaison between our support agents and customers. I spent some time researching the latest in NLP and created UX principles to help guide the strategy and implementation of how the chatbot would work. I found there to be a lot of similarities to the Front of house (in a restaurant) and how this chabot could work. 

I wanted for us to optimize help for the way users communicate on a daily basis with others. Users don’t want to navigate the various support platforms to get help. They want to be able to quickly resolve their issue where they naturally communicate the most

Metaphor: Front of the house