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AT&T
AT&T—Conversation Designer and Content Strategist
AT&T created the Ask Kate chatbot to help customers using the small business website.
Challenge
• Reduce the high number of customer drop-offs during checkout.
• Create clear, helpful responses that ease pain points the customer may experience while shopping on the AT&T small business site.
Action
• Analyzed data to determine the pain points that needed to be addressed.
• Collaborated with stakeholders to discuss the best approach and ensure consistency across the content set.
• Wrote Ask Kate responses per style and personality guidelines.
Value
• Checkout drop-off rate decreased 30 percent in the first month.
• Sales for AT&T products and services increased.
Challenge
• Reduce the high number of customer drop-offs during checkout.
• Create clear, helpful responses that ease pain points the customer may experience while shopping on the AT&T small business site.
Action
• Analyzed data to determine the pain points that needed to be addressed.
• Collaborated with stakeholders to discuss the best approach and ensure consistency across the content set.
• Wrote Ask Kate responses per style and personality guidelines.
Value
• Checkout drop-off rate decreased 30 percent in the first month.
• Sales for AT&T products and services increased.
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