GoTo Chatbot

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We lovingly refer to this bot as the MegaBot. It allows the same bot to be used across several domains.

It has been designed to handle requests for any of the 12 products in the portfolio, and retain the product context while it navigates the flows.

This bot also has answers for >80% of the support questions.

One innovative feature is the automated help for joining a GoToMeeting or GoToWebinar. The flow successfully talks the user through the steps to join a meeting or webinar, saving countless helpdesk tickets.

Another innovative feature is the 'help me decide’ flow for prospects. GoTo has several products that have similar functionality, and users don’t always know what they want or need. The user can select ‘help me decide’ from the product selection menu, and an alternate flow will ask more detailed questions to help narrow the product choice.

Grasshopper Chatbot

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The Grasshopper chatbot was an interesting project. The marketing shifted from a slightly goofy interface to a theme of putting a professional face on your micro-business. The recent rewrite reflects this shift in persona. Also, no live chat agents are available, so the design had to be carefully constructed around that business rule.

LastPass Chatbot

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I designed the LastPass chatbot for 2 distinct audiences: prospects and existing customers. Prospects receive a light touch TOF flow, with larger businesses escalated to live chat sooner rather than later. Existing customers get the support experience, covering >80% of support topics.

This bot has several successful innovative features:

1) By far, ‘forgot master password’ is the most frequent request. The bot talks the user through 5 different methods of password recovery, leading to a 4-5% decrease in associated helpdesk tickets.

2) Data showed that users often asked to cancel their account, but only because of a forgotten master password. The cancellation flow asks first if the reason for canceling is password related. If so, it runs the password recovery flow. Implementing this flow resulted in 8-9% decrease in cancellations.

3) Usability testing showed that new users frequently stopped using the product soon after installation because of a lack of instructions. The bot now has an on-boarding flow that talks users through several important features.