Project Scope

Role: Product Designer | Platform: Mobile Web & Dekstop Web | Timeline: January 2022

Project Overview 🎯

Background

As per October 2021, Mitra Bukalapak app has more than 140k cases in a month with 85% coming from Live Chat. This is the opportunity for us to implement the right chatbot technology and journey to improve our cost savings and help Bukalapak's Mitra Product to achieve higher profitability. Both Research and Design of this project will ultimately focusing on how we can provide our Mitra with the most convinience and not confusing flow to answer their inquiries. While help agent probe to reduce the handling time.

Goal

Our objectives are want to decrease complaint tickets received by our customer agents, so we can save our operational costs.

Outcome

• For user we can reduce our handling time, so users can receive solutions faster and more accurately (bots can answer faster than humans).
• For the company we can reduce our operational costs because complaint tickets were changed by bots which are free.

Outputs

Previously, Bukalapak already had a chatbot in the marketplace feature, we want to implement the same feature as before in Mitra Bukalapak apps. But this time we want to add artificial intelligence to our chatbot, so our chatbot can be more powerful. We added user journey when they were greeted by our AI-chan~ (joke aside, this is really our AI name!)

Design Process 🎨