AI based Live Chat Platform for a Y-Combinator Startup

AI is making it easier for you to do things every day. It is providing us with new ways of looking at old problems. Amongst the plethora of AI-based products, one amazing application is Chatbot. Verloop is a Y Combinator startup that blends AI and live human interactions in a chatbox. By bringing the power of AI to live chat, it helps businesses connect with their users more efficiently and reduces the effort for support agents by up to 75%.

Chatbots interact with more customers faster than humans will ever be able to.

The founder Gaurav approached us after product validation and getting some initial paying customers. It was ready to go global and needed the product to look rounded and competent as per international standards. One of our chief objectives with Verloop was simplifying information exchange between the chatbot and customers for improved interactions. Our priority was to get the Verloop brand to show through the user’s interactions with the bot.

The final version of the logo.

The final design had an approachable personality - an abstract bot with ‘eyes’ that would blink occasionally! The bot would be embedded on websites and this design worked quite well on wide variety of visual styles.

The design was fine-tuned keeping in mind certain usability heuristics for the technology .

Just as a website design can be judged based on certain usability heuristics, many of the same can be adapted for use in a bot. Below are instances where these criteria came into play:

System status communication - The system’s status should be clear to the user, whether further input is expected or the bot is processing provided input. The above interaction was designed to communicate to the user that the bot was “thinking”.

Minimalist design and consistency across websites - The visual system had to be adaptable to the visual language of each website while the brand of Verloop had to be preserved.

Flexibility of use - Despite being constrained to the limited space of a chat box, there had to different kinds of inputs options available for the user to interact with the bot.

Error assistance - In scenarios where the bot had limited capability, it needed to be equipped to handle the user’s request in a suitable manner.

It was a challenging task to work within the constraints of the current bot technology while adapting it to the user’s needs. Keeping certain usability principles as the scaffolding enabled us to design a product that met user needs.

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