Case 01 · Digisac

Support bot

Creating, testing and publishing bots in Digisac.

Request typeNew product

GoalReduce support tickets and increase use of the bot builder.

Bots

Search bot

New bot

BotsIn progress

NameStatus

Commercial triageUpdated 2 days agoPublished

After-sales surveyUpdated 3 days agoPublished

Friendly billingUpdated 4 days agoDraft

HolidaysUpdated 5 days agoPublished

Level 1 supportUpdated 6 days agoPublished

SchedulingUpdated 7 days agoDraft

WelcomeUpdated 8 days agoPublished

Legal intakeDraft1112 incomplete blocksClick to see what is missingLast updated 2 minutes agoPublish

Drag and drop blocks to build your bot

Messages

Send message

Send interactive message

Send holiday message

Send survey

Flow control

Set trigger

Set condition

Smart agent

Scheduled delay

Contacts and customer data

Add tags

Flow start

Set trigger

Send message

Scheduled delay

125%

Incomplete bot blocks

12 blocks still need to be filled in before the bot can be published.

Block

Scheduled delaySee block

Send messageSee block

Send interactive messageSee block

Add tagsSee block

Set conditionSee block

Send webhookSee block

Send message

Context

What the support bot is

Digisac, by Ikatec, brings customer service from many channels, sites and chats into one place. The bot is a separately purchased service where each company builds flows, paths, interactive messages and triggers to automate part of that service.

This case is v3 of the bot builder. The earlier versions were archaic, built around folders and instructions, with no flowchart and block view, and little organization or ease of use. The demand came from customer requests and a comparison with other platforms. Building or maintaining a bot was so complex that support had to step in, which created tickets and delayed other requests. I worked as the Product Designer of the innovation squad, from research to handoff.

Problem

In earlier versions, building a bot depended on support, and without testing, versions or rollback, customers did not feel safe publishing.

22%of support tickets were requests to create or edit bots from the old version

12hafter subscribing concentrated most of the cancellations

5competitors analyzed. The Digisac bot was the only one without a test environment, versioning and rollback

Process

In 22 days, using Double Diamond.

Phase 01Discover4 days. Contextual research, benchmark and data on the current bot.

Phase 02Define3 days. Effort x impact matrix and MVP validated with the team.

Phase 03Develop10 days. Screens, flows and modals for the new version.

Phase 04Deliver5 days. Usability tests, handoff and design reviews. Live in December 2024.

Decisions

The three main decisions on the bot.

Decision 01

Test before publishing

Of the 5 competitors analyzed, only Digisac had no test environment. I built one inside the builder itself, to talk to the bot before publishing it, with no need to open a ticket just to test.

Decision 02

Draft, publish and versions

Every change stays a draft, publishing creates a version, and you can go back to the previous one.

Decision 03

Help within reach of builders

Help material was missing. The ? icon opens the help material, each block's drawer describes how it works and, on hover, the block list shows each block's description. The Wiki started for the bot and became a separate demand, the support base for the whole platform.

Gallery

The screens, in detail.

Results

What changed after launch.

from 22% to 7%

of support tickets were about botsThese tickets existed because building a bot on your own was a problem. Today, the ones that remain are mostly questions answered through the Wiki.

from 17 min 22 s to 14 min 08 s

average handling timeHandling time dropped because customers can now test the flow, edit it as they prefer and create variables for each customer. It no longer depends on luck or multiple manual checks: they test before going to production and make sure the flow works correctly. Measured from December to June.

+28.77%

in bot subscriptions compared with the old versionsFrom December to June.

+42%

in visits to the bot subscription pageIn the first month, with +199% time on the page.

66%

of customers praised the new featuresFeedback so far; 42% highlighted publishing, editing and saving.

Lesson

Customers make mistakes believing everything is right and only notice later. With testing, versions and rollback, a mistake is caught in time or undone without costing a ticket, a lead or a sale.

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