Agentic Workflow Chatbot

Agentic Workflow Chatbot

Agentic Workflow Chatbot is an intelligent, task-driven virtual assistant designed to automate structured support workflows. It guides users through predefined diagnostic steps, collects relevant information, and performs initial checks. Once completed, it escalates complex issues to human agents along with a detailed summary of all actions taken. This reduces response time, minimizes repetitive tasks, and ensures a consistent, efficient support experience.

About the Project

Chatbot project is primarily for the Next Generation Platform. We already follow traditional processes to provide support to the users. But with NGP (Next Generation Platform) AI played a center stage so a chatbot powered by AI helps users and support executives.

The entire application was ideated based on clear use cases, directly addressing the client's specific pain points.

Problem Statement

The platform already has a support system managed by a dedicated team. However, the types of requests received from customers are often highly repetitive. Diagnosing these issues and providing solutions is time-consuming, leading to longer queue times for subsequent customers.

How it works

To reduce queue times and streamline the support process, we propose introducing a Agentic workflow chatbot that would run on workflows, to handle preliminary checks. The chatbot will guide customers through basic diagnostics and record all steps taken. Once the initial checks are complete, the chatbot will escalate the issue to a support executive, along with a detailed report of all actions performed.

This approach will allow support executives to skip redundant steps and immediately begin investigating advanced solutions, minimising errors, significantly reducing resolution time for both the support team and the customer.

Conversational Flow

Introducing 'Mel'

Why we have given the name 'Mel" to our Chatbot ?

1. Enhancing User Experience:

Humanization: Mel is Friendly, Approachable, Emotional and Helpful. Mel is addressed as She because Mel is a Women.
Engagement: Mel is a fun loving person and loves to engage and enjoy to interact with, leading to increased user satisfaction and loyalty.
Customer Retention: Mel is ambitious as she is fully capable of providing positive experience to the users and can also contribute to higher customer retention rates.

2. Building Trust and Rapport:

Reliability: Mel having a consistent personality and tone can feel more predictable and reliable, building trust with users.
Authenticity: Mel can be more authentic and genuine, fostering stronger connections with users.

3. Differentiation and Brand Identity:

Standing Out: Mel can help a brand stand out from competitors and create a memorable experience.
Brand Reinforcement: Mel is designed to embody the brand's personality and values, reinforcing brand identity.

4. Enhanced Interactions:

Tailored Communication: Mel has a unique communication style and tone to specific users or situations.
Emotional Connection: Mel can have emotional connections with users, making interactions more meaningful.

Why 'Figtree' as a font ?

Figtree is valued for its versatile and friendly geometric sans-serif design, making it suitable for a wide range of applications such as websites, mobile apps, headlines, and brand communication. It strikes a balance between a clean aesthetic and a touch of personality, offering both readability and visual appeal.

Why Figtree is Considered Important:

Versatility:
Figtree adapts well to various use cases, from body text in web applications to bold headlines in marketing materials.
Readability:
Its clean lines and balanced spacing ensure clear and legible text, making it suitable for both digital and print media.
Friendly Tone:
With slightly rounded edges and open apertures, Figtree conveys a warm and approachable look—ideal for brands aiming to create a personable impression.
Modern and Clean:
The geometric structure lends a contemporary feel, making it well-suited to modern design needs.
Free and Accessible:
Being freely available on Google Fonts, it is easy to integrate into a variety of design projects without any licensing hassle.
Variable Font Support:
Its variable font format provides fine-grained control over weight and style, allowing greater flexibility in design.
Extensive Language Support:
Supporting over 280 Latin-based languages, Figtree caters to a diverse and global audience.

Why i chose Monochromatic colors ?

Monochromatic colour schemes use variations of a single hue, creating a strong sense of visual cohesion and unity in design. This approach is beneficial for several reasons, including simplifying the design process, highlighting brand colours, and establishing emotional connections through colour psychology.

Here's a closer look at why monochromatic colours are widely used:

1. Visual Cohesion and Harmony : Using different tones and shades of a single colour results in a balanced and harmonious appearance. It helps designs feel less cluttered and more visually unified.

2. Emphasis on Key Elements and Brand Identity : Monochromatic schemes allow designers to draw attention to important elements by using contrast within the same colour family.

3. Emotional Connection and Colour Psychology : Colours influence emotions, and a monochromatic palette can be used to evoke a specific mood or feeling.

4. Simplification and Accessibility : Such schemes simplify the design process by reducing the complexity of colour selection, enabling designers to create visually consistent and impactful experiences.

5. Versatility and Application : Monochromatic colour schemes are highly versatile and can be effectively used across various design mediums, such as websites, logos, business cards, and packaging.

Tone of Voice

Mel is always be empathatic with users also very friendly in nature and very flexible to adapt based on situations and contexts.

Empathetic and Supportive

Polite and Respectful

Clear and Concise in Adaptive Tone

Glimpse of Mel

Talk to Mel

Mel is also a great listener, users can enable the microphone in settings and can start talking to Mel. Mel will consume everything and generates output using Gen AI.

Figma Prototype : Click here

Plan for Misunderstandings

This is the most painful part of entire project, the biggest fall back is when Mel fail to understand what users are trying to type. Best is to provide Error messages.

Full Workflow Prototype

Figma Prototype : Click here