About: ASB Bank, one of New Zealand’s leading banks, hired The Web Guys to write conversation flows for its chatbot, Josie. The financial institution wanted to ease the pressure on the inbound call centre, and have the chatbot help with troubleshooting and triaging queries before handing customers over to the support team.
My role: The Web Guys team included one other person and me who had prior experience working with chatbots, and so we were found to be a good fit for the project. I worked with the internal teams at the bank to write/rewrite nearly 50 conversation flows according to Josie’s tone of voice. Besides simplifying financial jargon and making these chats more user-friendly, I also lay them out on Visio / Figma so the team would find it easy to build them out.
The project was completed over a period of 5-6 months, as per schedule.
TL;DR: Writing conversations for the bank’s chatbot
