IBM iX
2019
Air Canada Chatbot Concept
Conversational AI Chatbot Prototyping Watson Integration UX Strategy Service Automation
My Contributions
Conceptualized and led rapid prototyping to evaluate a self-serve conversational interface.
Sponsor Users
Internal Pilot Group
Product Design Team
UX Researchers
Conversation Designers
About the Project
The Air Canada Chatbot PoC was an early exploration into conversational AI. I led the design and testing of a self-serve chatbot prototype that demonstrated how natural language interfaces—potentially enhanced by Watson AI and Genesys Cloud NLM—could streamline customer service. This project provided critical early insights into integrating AI-driven automation into customer interactions.
Challenge
Identify opportunities where conversational AI could improve customer service efficiency and align chatbot capabilities with Air Canada’s long-term digital strategy.
Solution
Created wireframes illustrating chatbot interaction flows, collaborated with UI designers on a prototype, and explored IBM Watson AI as the conversational AI base.
Impact
Influenced Air Canada’s digital strategy, helped secure internal buy-in for AI-powered solutions, and contributed to the pitch that led to the Air Canada contract.
