AI BOT

Services

Content Strategy, Customer Research, Content Design, Microcopy, Accessibility, Localization

Background

At an org level, customers couldn’t find answers to FAQs or access frequently-completed tasks in one place. They had to either visit Intelliresponse (FAQ platform) or call the phone channel or worst case even visit a branch for help. Clari was designed to be an AI-driven platform for customer queries and frequent tasks on the banking app.

Strategy

Create a chatbot with a distinct personality, albeit one that matches the personality of the bank (we did not want Thanos talking like Deadpool). The content strategy defined the bot’s personality, its tone, the possible intents, among others.

INTent-focused

We wanted customers to be able to perform certain tasks/complete journeys on the platform itself. For example, if a customer wanted to send money, Clari would empower them to do so. If the customer wanted to know where they had been spending their money, we’d categorise the spendings along with the amounts. If the customer wanted to set up a balance threshold alert, boom. Clari would do it for them. The ability to perform these activities existed outside Clari as well. The more a customer interacted with Clari, the more Clari would know what the customer wanted and suggest frequently performed activities.

challenges

Life isn’t a bed of roses, is it? We faced several challenges developing Clari. 

The AI-ML platform that our tech partners used required intents and questions in thousands for the system to become ‘smart’. It was a challenge that we could never quite overcome. While the Content Design team did suggest creating ‘content banks’, adding anything to Clari required the business to spend money. 

We had to consistently act as gatekeepers to business demands that weren’t in line with the requirements in place. For example, lines of business would try and add content without wanting to adhere to the content standards we had set keeping the platform requirements in mind. We had an Omnidial feature where about 5-6 lines of business had invested in pre-programming Omnidial numbers for these business units. Other units attempted to ‘forcefit’ their numbers in during content development and review. This was a massive issue as a customer would not be able to dial the number or copy-paste it inside the ‘Clariverse’ (due to system limitations). We succeeded in blocking such requests each and every time - we had our own business partners onboard and we never ever let any stakeholder alter the quality of what we had created.

results

6% of all new app customers chatted with Clari at least 3 times after downloading and using our app in the first 90 days.

the future

We are looking to position Clari differently (secret!!!); moving on to IBM’s Watson platform. Watch this space for more updates in 2025.