PolicyBot
Chat bot, Conversational UX, UI
Summary
8/10 users reported that they didn't know where their travel policy documents lived, or who they could go to, to ask T&E related questions.
Policybot is a friendly Travel & Expense administrative bot, answering users while using machine learning (Microsoft QnA Maker) to recognize questions and answers pairs.
A user in chat (Slack) can initiate a conversation with Policybot and ask it T&E questions, such as "Can I fly first class?" If the question does not already exist in it's database, an administrator will be pinged to answer the question directly. Once the administrator answers the question, they can be prompted to add the Q&A pair to their Policybot database.
I designed the
- Voice for the policy bot (Conversational UX)
- Onboarding flow for travel admins & used
- Website portal for administrators
Research
I interviewed travel administrators and found that there were little to no resources allotted to them to assist in answering employees' travel & policy related questions. I read user feedback and requests for an assistant that could answer travel/expense questions.
Process
Once initial user testing was done for Policy Bot, there was immediate feedback that administrators would like a portal or separate database to track questions.
The website and slack bot have been both tested by internal users and admins for external customers including Facebook and Uber.
The website was designed to simplify onboarding, be intuitive and minimal in order to make it easy for clients to customize with their own branding.
Outcome
Policybot has been incorporated into Concur Assistant (beta), on the mobile app.