Tandia introduced an AI chatbot on its website in 2021, partnering with FICANEX Technology for the 'tunl.chat' product. Leading the project, I took charge not only of the technical implementation but also played a key role in crafting the visual identity and personality for the chatbot, named 'Andi.'
From conceptualization to execution, I designed the visuals and graphic elements, ensuring Andi embodied the warmth, professionalism, and helpfulness synonymous with Tandia's front-line employees. Introduced through a soft launch, Andi engaged in 676 conversations, answering 1,937 questions during Q4 2021, with an impressive 42% of 'chatters' providing positive reviews. The budget for this innovative chatbot, inclusive of design and persona development, was kept minimal, showcasing the efficiency of leveraging our in-house design and communications talent.
This initiative not only facilitated 24/7 virtual support for members but also served as a testament to the effectiveness of internal resources in creating impactful solutions.
Andi was introduced to staff via a new employee announcement, and a preview link allowed them to experience the chatbot beforehand. The soft launch involved website, eNews, and in-branch digital displays to raise awareness. Throughout 2021, live user interactions were reviewed to improve content.
In Q4 2021, Andi had 1,937 questions in 676 conversations, with 42% positive reviews. This period helped identify information gaps and wording variations, enhancing Andi's ability to address diverse queries.
