Building chatbots made super easy

Genium

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Discovery, Research, UX/UI, Business strategy

Year

2019

Type of Business

SaaS

Services

Discovery, Research, UX/UI, Business strategy

Industry

Artificial Inteligence & Chatbots

PROJECT OVERVIEW

Genium is a cross-platform chatbot builder for Messenger, Whatsapp, Webchat, and on IVR. It helps them communicate with their customers. With an easy conversation designer, business owners can build easy and quick solution to engage with their customers. 

THE PROBLEM

It’s no secret that to engage with customers is an essential part of running any business and especially in the day and age of businesses running on the internet to engage with customers from all around the world would require an employee(s) to answer to their queries can become a cumbersome task.

WHAT?
What is the problem
to be solved?
WHO?
WHERE?
WHY?
HOW?
Who actually has
this problem?
Where is solution  needed?
Why is it important
to the user?
How will we solve
the problem?
It’s no secret that to engage with customers is an essential part of running any business and especially in the day and age of businesses running on the internet to engage with customers from all around the world would require an employee(s) to answer to their queries can become a cumbersome task.
Business Owners - 
Who need an easy and quick solution to engage with their customers.
 
Product Managers - 
Who wants a custom solution such as support with minimum human intervention.
The chatbot can be deployed to Facebook Messenger, Whatsapp, Webchat, and IVR(Interactive voice response).
Customers see chatbots as an effective tool for addressing the following pain points:
- To get a quick answer to questions.
- To resolve a complaint or problem.
- To get a more detailed answer to a query.
- Finding a human customer service agent.
Genium provides tools to manage the entire development workflow—from creating the flow, to testing, optimizing, and publishing and later viewing the progress through an analytics dashboard. Since we wanted it to cater to business owners with minimum to no technical skills so we came up with a single window interface with two modes Conversation designer and Flow designer.

THE PROCESS

One of the key challenges of the project was identifying the audience. Since we were going to make a builder which we realised if we want to keep it simple we need to make a full integrated development environment (IDE). When we’re talking about an IDE it means that we’ll have to take care of the entire journey from creating the flow, to testing, optimizing, and publishing, later viewing the metrics.

- Kickoff Meeting

- Problem Statement definition

- Competitor Analysis

- User Research (User interviews, User Personas, User Journey)

- Sketches

- Information Architecture (Wireframes & User Flow) - This step was the most challenging one. 

- UI Design

- Prototype

- Sample Data Testing

THE SOLUTION

Genium provides tools to manage the entire development workflow—from creating the flow, to testing, optimizing, and publishing and later viewing the progress through an analytics dashboard. Since we wanted it to cater to business owners with minimum to no technical skills so we came up with a single window interface with two modes Conversation designer and Flow designer. Conversation designer is a simple way to create simple conversations between bot and user and flow designer is for doing complex conversations that would require things like conditions, etc. The beauty of the flow creation as a process in Genium either through flow designer or conversation designer is that one can effortlessly switch between two modes that means as the conversation evolves one can easily upgrade it without having to do over the entire process of writing the again. Of course, we never thought that it was the perfect solution so we designed a help section that would guide a person if they were to get stuck at any point in the creation process. 

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ARCHITECTURE

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