Conversation design
Making robots talk, to the best of their ability.
Advertiser Identity Verification chatbot
Google Ads had begun requiring new advertisers to verify their identity to keep serving ads.
Trouble was, it was a very manual process, involving dozens of different documents and requirements, and it was driving tens of thousands of support tickets per quarter from frustrated advertisers worried about losing access to Google Ads.
My assignment: design a chatbot flow to effectively deflect tickets, resolve advertiser inquiries, and route escalations, while meeting customer satisfaction and solution acceptance targets.
The challenges…
This project was bonkers, bananas HARD.
It was my first chatbot flow. NBD.
The OG brief was missing tons of crucial information.
Lots of unavoidable escalation endpoints. (Not an optimal UX.)
I had 30+ stakeholders to keep in the loop and keep happy.
My extra production support fell through.
Want to hear the full story of how I delivered a phenomenal product that exceeded our targets on-time, despite it all?