WALMART | cHATBOTs

In Chile, Walmart owns the brands Lider, Súper Bodega Acuenta, and Central Mayorista. I have been with Walmart Tech Chile since April 2022. Throughout 2022, I worked on the customer service chatbot. I was the first UX (User Experience) professional in the chatbot team, which included developers, a Product Owner (PO), a data scientist, and a data linguist. We operated using agile methodologies such as Scrum and Kanban.

The challenge was to focus on the content of messages and interactions, aiming to improve usability. To achieve this, I conducted a diagnostic analysis of the user experience using heuristics. The issue was that there wasn't much information available, and classic heuristics like Nielsen's did not fully apply to conversational interfaces. Consequently, I devised a method for analyzing and defining best practices. Working together with a UX Writer, we redesigned all conversational flows, applying best practices and utilizing native WhatsApp buttons and lists. Some of the flows we worked on included:

1. Welcome message
2. Menu of actions
3. Store information
4. Final satisfaction survey after assistance
5. Pickup flow

An example is the implementation of CSAT (Customer Satisfaction) and CES (Customer Effort Score) at the end of a conversation. Before using lists to capture responses, the response rate was 5%. After implementing lists, the response rate increased to 20%.

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