Comcast Xfinity Assistant
Role — UX Design Lead, conversation design.
Meet the NEW Xfinity Assistant
First release — making a new appointment
Conversational Responses - responding contextually to a customer’s utterance in order to surface the times that work best for them and prompting them with scheduling options in order to surface XA’s functionality via CTAs.
Second release — rescheduling an appointment
Contextual calendar - Presenting a robust calendar widget that provides customers the ability to see availability contextually across dates and utilizing best-in-class practices, vertical orientation provides customers with an efficient method of selecting a time.
Future state widget
Further Intent Integration - Widget design supports multiple potential intents and can be used as a framework across XA’s intent base. Includes clarifying information to reduce customer error and ensure they are selecting the best arrival windows for their needs.
User Research
Customers’ expectations of chatbots are based on experiences they have had with human call center agents.
In order to meet those expectations, we’ve analyzed both human-human and digital-human customer service experiences.
What we learned watching call center agents deal with hundreds of customers
The experience principles that should govern the Xfinity bot.
Focus Always on Instilling Trust
Gain customers' trust while also not setting expectations that can't be met.
Avoid Communication Breakdowns
Be able to prevent communication breakdowns, but provide exit strategies if they occur.
Personalizing the Experience
Provide a personalized experience without being inauthentic or creepily empathetic.
Empowering the Customer
Empower the customer with guided freedom within XA and other self-service tools.
Ensuring Consistency in Customer Experience
Provide consistent customer service, but know when and why to break the rules..
Each experience principle was backed by evidence-based insights that we derived from the user interviews.
Here is a little peek at the research insights.
UI Analysis and Framework
Through analyzing the design patterns used in chatbots across industries, we were able to provide clear UI improvement recommendations.
These recommendations included larger buttons, vertical button placement, limiting the number of CTAs presented to the user and including elements that enable customers to complete tasks within XA.
Product flow for appointment management through Xfinity assistant
Xfinity chatbot interaction to schedule a New Appointment
UI components for Xfinity chatbot
Speech bubbles
Cell phone number input
Calendar five responses
Card layout for status
Card layout for educational content
Calendar expanded view
Appointment schedule
Appointment canceled
Calendar date selection
Payment detail entry card
Payment method selection
Collaboration with our Accenture Digital Products team led to the creation of an Xfinity assistant with an exceptional conversational experience.
FROM
Early-stage conversational experience
Needing an agent to schedule
Providing limited educational resources
Limited discoverability of XA’s functionality
Inability to complete actions within XA
TO
Providing a best-in-class, conversational experience
Creating a robust scheduling service within XA
Delivering comprehensive HSD education material
Ensuring XA’s functionality is easily discoverable & usable
Empowering customers to complete actions within XA