Led the design team creating the conversational UX for a customer-facing chatbot — grounded in conversation theory to deliver helpful automated support at scale and reduce inbound call demand.
Drawing on my research into technology-mediated communication from my time at British Telecom, I led the design team developing Ceba — CBA's customer-facing chatbot. Ceba holds realistic conversations and provides effective deflection for phone queries. It is one of the few genuinely good chatbots in the market, and it significantly reduces inbound call volume for CBA.
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