Some people just want to fix it themselves.
Might as well give them the tools to try.
The Need
Create an internet troubleshooting experience within the Comcast Business Virtual Assistant to help reduce support calls.
My Role
Collaborate with customer support professionals, developers, solution architects and QA teams to deliver a simple, cohesive internet troubleshooting experience
Design a natural end-to-end conversational flow, using Miro design software to map 30+ possible customer paths
Write chatbot-customer dialogue to support self-service troubleshooting and automated processes
Create user stories to aid in the development and testing of the end product
