De Ondernemer Academy Assistant
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Client: De Ondernemer Academy (Greenhouse Group/GroupM project)
Date: August 2022 - April 2023
"In this project, De Ondernemer Academy wanted a chatbot that helps entrepreneurs find a fitting course for the problems they encounter."
Researching on how the chatbot can help the users
As with any other design project, the design process was used. As the target group of De Ondernemer Academy was already clear, we wanted to know what were the needs and goals of this target group. And more importantly, what can the chatbot do to assist the user in accomplishing these goals and needs. In the research phase, we discovered that finding a fitting course could be perceived as difficult by the users. The reason for that is that they really want to identify a specific problem. Therefore, the focus of this chatbot was to assist the user with picking a suitable course.
Designing the chatbot
The chatbot had three specific flows: the "FAQ-flow","specific course-flow" and the "intake-flow". In the FAQ-flow, the users could ask certain questions and due to LLM and ML, the chatbot could answer the users' questions. The "specific course-flow" directs the users to a specific course, if the user already has that course in mind (see Figure 2). Additionally, they will have a short and concise summary of the course and an opportunity to download a white paper, and brochure and eventually sign in for that course. At last, within the "intake flow", a user had to answer several questions based on various difficulties entrepreneurs could encounter. Based on the results, the user will be redirected to a fitting course, and have the same information and possibilities as in the "specific course-flow". The chatbot did perform quite well, as the users gathered more information and this showed there was indeed a need to help the users with finding a course.
Figure 1. Designing the intake-flow of the chatbot in Voiceflow
Figure 2. Interaction with the chatbot
Iteration phase of the chatbot
Not only did I participate with the design and developing the chatbot, but I was also involved in the analytics of this chatbots. The analytics and insights resulted in various optimizations. Examples are the change of questions in the "intake-flow" and adjusting the ML and recognition within the "FAQ-flow". For more information about this project, please contact me!
Figure 3. Full interaction experience of the end product