Line HR-connect chatbot
Access Internal HR Services Anytime, at Your Convenience
Company
Thai Credit Bank Public Company Limited.
Industries
Finance
Role
UXUI designer
Date
2024-present
Intro & background
Many organizations face challenges in managing IT service operations, particularly within the IT Service Desk, where a high volume of requests and inquiries often leads to slow response times, increased workload for staff, and decreased user satisfaction.
This project aims to develop a chatbot solution to automate service processes, provide instant responses to common inquiries, and assist with initial issue resolution. By integrating the chatbot with the IT Service Desk system, the solution enhances operational efficiency, reduces staff workload, and improves the overall user experience.
e development of a mutual fund (MF) application, is expected to be completed within 2024.”**
Problem
High request volume leads to slow response times
Inefficient communication via phone and email
Repetitive inquiries waste time and resources
Lack of real-time request status visibility
Solution
Improve service efficiency
Reduce resolution time and increase employee productivity
Enhance overall user experience
UX Focus
Enable automated issue reporting and support
Simplify ticket creation and management
Provide access to a self-service knowledge base
Offer real-time status tracking and notifications
Prototype version
Demo version
Technology Stack
KeyTakeaway
This project highlighted the importance of aligning on data access and defining clear boundaries around what information users can and cannot access.It also provided valuable hands-on experience in designing conversational flows using Google Dialogflow (intents and entities), working with Firebase, and integrating with LINE Developer. These experiences strengthened my understanding of chatbot systems and enhanced my ability to design end-to-end conversational experiences.