1
Enhancing AI Assistant to Drive User Experience and Business Growth
Cisco Systems
Cisco Chatbot Redesign: +34% Lead Quality
Better AI Agent, Better Conversations, Happier Customers.
Project Overview
Cisco's chatbot was outdated, confusing, and overloaded with tasks. As a result, it was unable to perform basic functions and underperforming as a lead generation tool. I led product strategy and UX for the chatbot redesign to improve usability, align with brand standards, and prepare It for scalable AI integration.
Team
Technical Product Manager, AI Business Manager Operations Manager, Marketing Strategist, UI Designer, Engineering team, Studio team.
Problem
Before there was Cisco's 'Virtual Concierge'
The cumbersome experience left a negative impact on customer's who were deeply dissatisfied, which led to 33% drop-off rate (image below).
Goal
Improve chatbot information architecture, streamline domains and intents to create focused user journeys.
Identifiy and improve UI components that support user intent and scale the design system for chat AI.
Enchance the conversational dialogue to eliminate redundancies for better performance to handle user needs.
Frustrations
Current chat journeys that didn't resonate with users.
Finding information required too many clicks, and the chatbot’s attempt to serve four user types only added to customer confusion.
The chatbot was unable to handle simple tasks and redirected often that left a negative impact on customers wanting to access information quickly.
Process
1. Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
1. Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
2. Insights
Customers are the primary users, and they used the chatbot for product inquiry (before purchase), general inquiry, and product support.
The content caused significant confusion, users had little confidence chatbot can answer more than basic questions.
The chatbot was bloated with too many topics that didn't resnoate with users.
2. Insights
Customers are the primary users, and they used the chatbot for product inquiry (before purchase), general inquiry, and product support.
The content caused significant confusion, users had little confidence chatbot can answer more than basic questions.
The chatbot was bloated with too many topics that didn't resnoate with users.
Impact
13.5% increase in click-through-rate.
34% increase in engagement and demand throughout global cloud pages.
40% improvement in focused chat journeys that resonate with users.
Final Design of 'Demo and Free Trails' chat jounrey
3. Design Solution
Improve and simplify the information architecture to create focused journeys.
Visually improve the chatbot to reflect the currrent Cisco brand leveraging the design system.
Debloat the chatbot and imrpove the content to eliminate task confusion.
3. Design Solution
Improve and simplify the information architecture to create focused journeys.
Visually improve the chatbot to reflect the currrent Cisco brand leveraging the design system.
Debloat the chatbot and imrpove the content to eliminate task confusion.
4. Testing & Iteration
Coordinated users testing to identify and prioritized topics and intents that were relevant to users.
Gathered technical feedback with AI managers and engineering team to ensure feasibility.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
4. Testing & Iteration
Coordinated users testing to identify and prioritized topics and intents that were relevant to users.
Gathered technical feedback with AI managers and engineering team to ensure feasibility.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
Final Design
Key Learnings
Keep it simple
Users value a quick and easy process, especially when interactiing on mobile.
Keep it simple
Users value a quick and easy process, especially when interactiing on mobile.
An iterative approach pays off
Designing iteratively allows for continuous refinement and improvement, quite the evolution!
An iterative approach pays off
Designing iteratively allows for continuous refinement and improvement, quite the evolution!
User Feedback
Partnering alongside the research team to activly seek user feedback shaped the experience and helped us to refine.
User Feedback
Partnering alongside the research team to activly seek user feedback shaped the experience and helped us to refine.
Cisco Systems
Enhancing AI Assistant to Drive User Experience and Business Growth
Cisco Chatbot Redesign: +34% Lead Quality
Better AI Agent, Better Conversations, Happier Customers.
Project Overview
Cisco's chatbot was outdated, confusing, and overloaded with tasks. As a result, it was unable to perform basic functions and underperforming as a lead generation tool. I led product strategy and UX for the chatbot redesign to improve usability, align with brand standards, and prepare It for scalable AI integration.
Team
Technical Product Manager, AI Business Manager Operations Manager, Marketing Strategist, UI Designer, Engineering team, Studio team.
[My Role]
Product/ UX Lead
[Platform]
Responsive Design
[Timeline]
March 2023- October 2024
See Live
Impact
13.5% increase in click-through-rate.
34% increase in engagement and demand throughout global cloud pages.
40% improvement in focused chat journeys that resonate with users.
Final Design of 'Demo and Free Trails' chat jounrey
Problem
Before there was Cisco's 'Virtual Concierge'
The cumbersome experience left a negative impact on customer's who were deeply dissatisfied, which led to 33% drop-off rate (image below).
Frustrations
Current chat journeys that didn't resonate with users.
Finding information required too many clicks, and the chatbot’s attempt to serve four user types only added to customer confusion.
The chatbot was unable to handle simple tasks and redirected often that left a negative impact on customers wanting to access information quickly.
Goal
Improve chatbot information architecture, streamline domains and intents to create focused user journeys.
Identifiy and improve UI components that support user intent and scale the design system for chat AI.
Enchance the conversational dialogue to eliminate redundancies for better performance to handle user needs.
Process
1. Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
2. Insights
Customers are the primary users, and they used the chatbot for product inquiry (before purchase), general inquiry, and product support.
The content caused significant confusion, users had little confidence chatbot can answer more than basic questions.
The chatbot was bloated with too many topics that didn't resnoate with users.
3. Design Solution
Improve and simplify the information architecture to create focused journeys.
Visually improve the chatbot to reflect the currrent Cisco brand leveraging the design system.
Debloat the chatbot and imrpove the content to eliminate task confusion.
4. Testing & Iteration
Coordinated users testing to identify and prioritized topics and intents that were relevant to users.
Gathered technical feedback with AI managers and engineering team to ensure feasibility.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
Final Design
Key Learnings
Keep it simple
Users value a quick and easy process, especially when interactiing on mobile.
An iterative approach pays off
Designing iteratively allows for continuous refinement and improvement, quite the evolution!
User Feedback
Partnering alongside the research team to activly seek user feedback shaped the experience and helped us to refine.
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1
Enhancing AI Assistant to Drive User Experience and Business Growth
Cisco Systems
Cisco Chatbot Redesign: +34% Lead Quality
Better AI Agent, Better Conversations, Happier Customers.
Project Overview
Cisco's chatbot was outdated, confusing, and overloaded with tasks. As a result, it was unable to perform basic functions and underperforming as a lead generation tool. I led product strategy and UX for the chatbot redesign to improve usability, align with brand standards, and prepare It for scalable AI integration.
Team
Technical Product Manager, AI Business Manager Operations Manager, Marketing Strategist, UI Designer, Engineering team, Studio team.
Final Design of 'Demo and Free Trails' chat jounrey
Problem
Before there was Cisco's 'Virtual Concierge'
The cumbersome experience left a negative impact on customer's who were deeply dissatisfied, which led to 33% drop-off rate (image below).
Goal
Improve chatbot information architecture, streamline domains and intents to create focused user journeys.
Identifiy and improve UI components that support user intent and scale the design system for chat AI.
Enchance the conversational dialogue to eliminate redundancies for better performance to handle user needs.
Frustrations
Current chat journeys that didn't resonate with users.
Finding information required too many clicks, and the chatbot’s attempt to serve four user types only added to customer confusion.
The chatbot was unable to handle simple tasks and redirected often that left a negative impact on customers wanting to access information quickly.
Process
1. Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
1. Auditing the chat experience
Benchmarked AI chatbot against competitors to identify best practices for AI chatbots.
Analyzed user behavior and sentiment data to pinpoint purpose of the chatbot.
Conducted a usability evaluation and leveraged existing research to emphasize with users experience.
2. Insights
Customers are the primary users, and they used the chatbot for product inquiry (before purchase), general inquiry, and product support.
The content caused significant confusion, users had little confidence chatbot can answer more than basic questions.
The chatbot was bloated with too many topics that didn't resnoate with users.
2. Insights
Customers are the primary users, and they used the chatbot for product inquiry (before purchase), general inquiry, and product support.
The content caused significant confusion, users had little confidence chatbot can answer more than basic questions.
The chatbot was bloated with too many topics that didn't resnoate with users.
Impact
13.5% increase in click-through-rate.
34% increase in engagement and demand throughout global cloud pages.
40% improvement in focused chat journeys that resonate with users.
Process
3. Design Solution
Improve and simplify the information architecture to create focused journeys.
Visually improve the chatbot to reflect the currrent Cisco brand leveraging the design system.
Debloat the chatbot and imrpove the content to eliminate task confusion.
3. Design Solution
Improve and simplify the information architecture to create focused journeys.
Visually improve the chatbot to reflect the currrent Cisco brand leveraging the design system.
Debloat the chatbot and imrpove the content to eliminate task confusion.
4. Testing & Iteration
Coordinated users testing to identify and prioritized topics and intents that were relevant to users.
Gathered technical feedback with AI managers and engineering team to ensure feasibility.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
4. Testing & Iteration
Coordinated users testing to identify and prioritized topics and intents that were relevant to users.
Gathered technical feedback with AI managers and engineering team to ensure feasibility.
Created a natural, user-friendly conversational script to ensure seamless interaction with the bot.
Key Learnings
Keep it simple
Users value a quick and easy process, especially when interactiing on mobile.
Keep it simple
Users value a quick and easy process, especially when interactiing on mobile.
An iterative approach pays off
Designing iteratively allows for continuous refinement and improvement, quite the evolution!
An iterative approach pays off
Designing iteratively allows for continuous refinement and improvement, quite the evolution!
User Feedback
Partnering alongside the research team to activly seek user feedback shaped the experience and helped us to refine.
User Feedback
Partnering alongside the research team to activly seek user feedback shaped the experience and helped us to refine.
Final Design