Wix.com currently has around 200 million users. Customer support is a crucial aspect for Wix. Even though the traffic and number of support requests are high, Wix wants to make sure they accompany their users every step of the way.
Wix's support team cumulates around 100k support requests/month.

The chatbot gets around 115k interactions/month (1.5M interactions/year). It is used by our users to answer their questions, but also as the main entry point to contact support. 

ROLE

I was part of the team that started this complex project, in December 2018. I was deeply involved in strategy and product decisions. I also designed both the chatbot builder and the user-facing chatbot. 

GOAL

Reduce the number of support requests (emails, calls, chats) by solving our user's issues via the chatbot. Also, route the most complex issues to our agents while providing them information about the issues at hand.