Designing Conversational Experiences to Reduce Support Costs
Julie Khoum
At Orange, I was responsible for designing and developing conversational agents to enhance customer interactions. My key contributions included:
User Experience Design: I crafted intuitive conversational flows, ensuring that the chatbots provided seamless and user-friendly experiences for customers seeking support and information.
Content Development: I developed comprehensive dialogue scripts and responses, aligning with Orange's brand voice and ensuring clarity and consistency in all customer communications.
Collaboration with Cross-Functional Teams: I worked closely with developers, product managers, and customer service teams to integrate the chatbots effectively into Orange's existing platforms and services.
Performance Analysis and Optimization: I monitored chatbot interactions, gathered user feedback, and implemented improvements to enhance the effectiveness and efficiency of the conversational agents.
Through these efforts, I contributed to improving customer satisfaction and operational efficiency at Orange by leveraging innovative chatbot solutions.
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Posted Feb 12, 2025
Designed Orange’s chatbot UX, optimizing conversations, tone, and AI training to enhance self-service, reduce friction, and improve customer engagement.
