IBM iX
Air Canada Chatbot Concept
2019
About the Project
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.
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.
Air Canada Chatbot Concept
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.
Sponsor Users
Internal Pilot Group
Product Design Team
UX Researchers
Conversation Designers
My Contributions
Conceptualized and led rapid prototyping to evaluate a self-serve conversational interface.
Metrics
🛠️ Prototype Validation
🤖 Early AI Exploration
Tools
Chatbot Framework Conversation Design
