Georges
A personalized and proactive assistant
The Story
Georges is a fun postal mascot who expanded his abilities to serve individual, professional and elders customers.
He was there to answer all sorts of questions from La Poste customers and provide useful and sufficiently rich functional content on the 3 axes: mail/postage, daily productivity, personal service.
He was a patient and attentive companion, always ready to offer his services to the most active as well as the most elderly.
The problem
Wanted an innovative and interactive solution to serve their customers and compliment existing communication channels
The process
Adapt existing FAQs from website and marketing documents
Design and train a chatbot (acting as a personal daily assistant ) to answer basic queries, mail or package needs and personal services.
Iterated based on customer interactions and feedback
The results
Installed on Facebook Messenger
50 testers
Average 70% user queries solved
67% found Georges helpful in their queries
My role
Conducted product improvement with engineers (TheChatbotFactory), legal and marketing teams
Conducted user research interviews and launch of 2 POCs with 50 testers
Scoped out features and built the product roadmap for chatbots
Maintained and updated content
Coordinated chatbot projects launch
