IBM iX

2019

Air Canada Chatbot Concept

As part of Air Canada’s digital strategy exploration, an AI-driven chatbot concept was developed using IBM Watson AI to assess the potential of automated customer interactions.

Keywords

Conversational AI Chatbot Prototyping Watson Integration UX Strategy Service Automation

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.

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

Metrics

🛠️ Prototype Validation
🤖 Early AI Exploration

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.