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Adobe Customer Support Chatbots

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Many customers engage with the bots on social media looking for tips, and to get their troubleshooting questions answered. Adobe has a chatbot for each product, making consistency across channels challenging. 

Objective

Streamline the user experience, creating a more cohesive and unified voice across each chatbot, while resolving the customer's issue and thereby reducing the number of escalations to a human agent.


 

Design Strategy

  • Use of emojis. We decided that some emojis were ok, to mimic the way most people interact in a chat. It kept the conversation light, friendly and approachable.

  • Define key phrases for all chatbots to use, while adhering to the customer service voice.

  • Reduce the number of options in the menu, combining similar intents. Smaller phones did not surface the entire menu, and users were not discovering

 

My Role
 

Uncovering Insights
Looked at data analytics and did an audit of flows. Found many dialogs that weren't getting discovered because it was buried under too many clicks, or the dialog itself wasn't useful to the majority of people engaging with the bot.

 

Content Strategy, Writing and Editing

Developed and implemented a Social Automation Playbook, as well as conversation guidelines to be used across all bots. Research best practices and gather user feedback. Edited existing copy for clarity, tone of voice, and consistency.


Design Execution 
Executed journey maps, user flows, wireframes and design specs.

Marlinda Galapon
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