BBVA
Smart Assistant
Project Challenge
Create abilities for users to interact with their finances in quick and new ways.
- SOLUTION -
We created the BBVA Smart Assistant. My team created a chat interface that allows users to speak in natural language (both text and voice) to ask basic questions about their account balances and financial health.
Real Talk
Working with AI to use natural language processing, we were able to build a large database of how users talk about money. We wanted our customers to be able to speak to "Blue", the smart assistant, just like they would talk to a trusted friend.
Visual When Needed
Occasionally you can't explain everything in words. We worked through our flows to find moments where quick bursts of visual information would be the fastest way for a user to find what they are looking for.
Humans Are Complex
We had to rethink the idea of a flow for this project. When users have free range to ask questions, they may be basic to highly complex. We worked on making flow documents that showed the key moments that most questions would converge on and then the AI would decide how to properly move the user forward to their goal.
Establishing Trust
Finding the right tone of voice was essential to make "Blue" a successful advisor for our users. Our content strategist spent large amounts of time crafting the personality of the smart assistant. A confident but casual tone was decided on to replicate a knowledgable but friendly advisor.