AI Platform
AI Chatbot Enhanced Platform for Customer Support Automation
April 1, 2025
Client and The Problem
Client users were experiencing confusion in team chat scenarios where both human team members and the AI chatbot participated in conversations. AI Chatbot platform had two chat modes - private chat (user and chatbot) and team chat (user, chatbot, and team members) - but users couldn't clearly distinguish when they were addressing the AI versus human team members. Messages were mixed between human and AI responses, creating ambiguity about who was being addressed and leading to miscommunication and inefficient interactions within team conversations.
Solution
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We implemented an intuitive '@bot' command system, similar to Discord's mention functionality, allowing users to directly call or mention the chatbot using ''@bot'' within team chat conversations. The system includes intelligent suggestion prompts that appear as users type '@', guiding them to mention ''@bot'' or other available team members. We also made strategic UI adjustments to the chat modal for better clarity and improved user experience, making it immediately clear when users are interacting with the AI versus human team members.
Results
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Team chat clarity improved dramatically with users now able to seamlessly distinguish between AI and human interactions. The '@bot' command system eliminated confusion and made team conversations more efficient and purposeful. User adoption of the feature was immediate and intuitive, with the Discord-like interface feeling familiar to most users. Communication flow in team chats became more organized and productive. The suggestion prompts helped users quickly learn and adopt the new interaction method, resulting in better overall platform usability and team collaboration effectiveness.
Timeframe
1 month
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