To improve internal efficiency and prepare the company for the future I introduced the idea of a chatbot and how it could be used to speed up what we do internally and help users onboard.
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Welcome screen for the Attribution Manager
Existing Product & Problem
Internal users were spending too long doing repetitive manual tasks, not having historical data and users were having trouble to find what they want quickly.
Process
Research & Discovery
I talked with all different parts of the business, from the global team members to Japanese account managers and sales teams to understand what problems they were having and what use AI could have to help improve daily tasks. I also looked into quantitive and qualitative analytics to understand what issues users were having and also how onboarding was done by account managers. I discovered that many hours were used to create reports and everyone had different data to go by. Our users usually need help with onboarding, but as we work in Japan there are times when we can help them with live support.
Concerns
It was anew project and the system is quite old and complex. Different teams had different workloads so I had to find out how we could work with different systems and how to reduce costs internally. The internal costs for creation were high and we had a lot of old data, so one of the first talks would be to consolidate all internal information. I also wondered if internal users would use a tool.
Ideation
I looked at other chatbots and AI agents to see what data they could get, as well as how other competitors were using AI. I then created examples of how the chatbot could look on the platform and gathered data to show to present to the stakeholders. My next step was to get costs from internal development teams and external companies to put together a presentation for the board members.
Solution
I came up with a phased plan to introduce a chatbot that would be used internally at first, and in phases include other features that would allow a chatbot to find database information and make reports as well as material that could be used for presentations. Once everything would be ironed out the idea would be to introduce a chatbot to our users, to help support them with onboarding and creating reports themselves.
Future Vision
I had an idea that websites are changing so eventually most people will used to using a chat function to find what they wanted easily, and people especially business people dont have time to search and click to find things, so the ability to find information quickly by typing a question or even speaking into a device I feel will be crucial and what people will use in the future, so I wanted to lay the foundations for a system so we could expand and push towards the future. Many people are using AI to search and find ifnroation, so when they visit a new website (if they do) they dont want to learn a new layout or AI. We’re at the moment still used to browsing the internet this way, via search engines or direct links, but the younger generation and future business leaders will get used to new UI and AI, so I feel the internet architecture will evolve and change, and quite quickly.
Key Takeaways
For this project I had to get costings and estimations from internal teams and outsourcing companies which is something that I wasn’t used to when creating products. It was interesting to learn about the complexes involved and what capabilities AI had in regards to creating reports and other material. I hope it will be possible to move forward with an AI feature sometime.
