Introducing Gulliver, a Conversational Bot
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Gulliver, or Gull for short, was designed as a low-personification chatbot to support travelers throughout their time at the airport with information on available services and concessions, navigation guidance, and helpful reminders.
Jump to PrototypeRole
Conversation Design, Personality Design, Chatbot Prototyping, User Testing
Team
Bryony H. and Cassandra C.
Duration
4 Weeks
Tools
Voiceflow, Figma
DESIGN
Many people experience stress and frustration while transiting through airports and waiting for their flight. A friendly chatbot ready to answer questions could make all the difference.
DESIGN
Keeping the context of use in mind, it is important that Gull show care and competence in addressing users’ concerns.
Interaction Goals
01
Simplify airport navigation and wayfinding
02
Share updated and relevant information
03
Enhance the airport experience
Personality Design
Gull aims to strike a casual yet competent tone through reassuring language and reliable and helpful information. Recognizing the user's potentially negative emotional state in light of travel snafus, Gull will be warm in tone but remain calm in temperament to support the user while acknowledging the reality of their experience.
DESIGN
Drawing from our own experiences and common travel issues, we built a robust set of training data including 13 intents and 5-20 utterances for each. Within these utterances, we accounted for possible slots
These intents and utterances were later integrated into our Voiceflow prototype.
DESIGN
Based on three common scenarios a user might experience, we wrote a sample script for each. They centered around key topics important to travelers while at the airport: dining options, gate location, and boarding.
DESIGN
To visualize the conversational flow, we created a flow diagram for our three sample scripts. Each flow has a unique starting point — an input from the user — but a consistent closing output from Gulliver. The flow diagram also enabled us to determine where error handling may come into play.
VALIDATE
We created a prototype to validate our training data and experience the conversational flows.
VALIDATE
We created Gull as a custom, code-free AI agent in Voiceflow, ready to automate information sharing related to common airport support questions.
Gull is still in early stages of development. Check the scripts and intents to test in the prototype.
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