Improving GoDaddy's Call Center Efficiency with User Interaction Explorations within an AI Chatbot

During my summer internship with GoDaddy in 2019, I focused on enhancing the user experience for call center agents by addressing their key pain points. A notable project involved designing a solution to streamline the password reset process through a AI driven chatbot. I explored various interaction patterns and flows, including leveraging existing Help and FAQ articles, implementing security questions, and optimizing chatbot redirections.

By analyzing feedback and defining the pros and cons of each iteration, I aimed to reduce low-value calls and associated costs. This initiative was part of a broader effort to minimize repetitive tasks and improve efficiency, ultimately contributing to the company's goal of reducing over 500,000 low-value calls and enhancing customer service