LG Electronic
LG AI Chatbot Service
2017.08~2018.01
I participated as the Product design part leader in the AI chatbot service development project for LG Electronics’ global customer support platform. Enables users to conveniently schedule engineer visits, service center appointments, and installation or removal requests directly through the chatbot interface.
This system marked LG Electronics' first AI chatbot implementation and required integration with its comprehensive product database. The project demanded close collaboration with various internal teams to understand and align the chatbot with LG's diverse product systems and search engines.
Key Features and Technology
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The AI chatbot service incorporated advanced natural language processing (NLP) technology to interpret user intent and provide accurate results. It required a UI design that could handle various outputs, such as natural language-based responses and cases where users needed to input personal information for service requests, ensuring data was securely stored.
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To promote chatbot engagement, I planned the interface to deliver a seamless and consistent user experience, allowing users to complete applications without requiring additional guidance. I also optimized LG.com’s content accessibility by suggesting frequently used keywords to enhance search functionality. Additionally, considering corporate rollout requirements, I designed the chatbot UI to enable selective functionality, allowing corporate clients to customize and utilize only the features relevant to their needs.
Repair Request
LG Electronics offers an engineer on-site service, where a professional service technician visits your location to provide necessary repairs and maintenance. This service is available for large home appliances such as refrigerators, washing machines, air conditioners, and more.
Scalability & Maintainability
UI Design Principles - Component
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Design modular UI components with future feature expansions and template additions in mind.
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Implement an architecture that facilitates easy version control, ensuring consistent design and efficient management even as the system undergoes various updates.
Have a look on
LG.com/uk
After several redesigns, the main colour and tone & manner have changed, but the core user flow and components have remained intact. I'm pleased as the Product Design Part Leader to see that the key considerations for corporate expansion have been well reflected.
