Intent Capture Optimization
After the design was flushed out with the client in the Collections Industry, I was placed on the project to build the application. Knowing the functionality of our platform, I saw that the portion of the design where the intent was captured could be improved.
Timeline
Ongoing - Agile
Project Type
Voice - Collections App
Roles
Conversation Designer & Builder
Before
Originally, if the user’s intent wasn’t known, the bot would prompt them to say their intent.
If the user’s response was understood, they would either hear “You said you’d like to [Insert Intent], correct?” or “Would you like to update your mailing address, phone number, insurance information, or payment method?”
The original design did not utilize the NLU system that was a part of our platform, so I got to work to try and optimize the experience.
After
After redesigning, the caller’s response will process through the NLU system. The call will now be handled based on the confidence levels:
Low: The caller would be transferred to an agent
Ambiguous: An explicit confirmation of “You said you’d like to [ insert intent ], correct?”
High: An implicit confirmation of “Okay, let’s update your [ billing info parsed value ].”
Conclusion
With the redesigned intent capture:
Natural conversation is part of the conversation on both the bot side and caller side
The caller will not hear any unnecessary prompts