NETAPP ELIO: COGNITIVE CHATBOT
Elio is a Watson-based Virtual Assistant for NetApp's Technical Support Services (TSS). The conversational UI joins Watson Conversation and the Service Orchestration Engine to enable an experience that has thus far demonstrated positive business results through the analysis of case deflection/avoidance metrics.
As the UX Lead both for the Prototype and Production phases of the NetApp project, Kim was a key member of the team and directly involved creating the overall vision for the virtual support assistant, also known as “Elio”. Kim helped to facilitate multiple Design Thinking workshops to both craft a person for Elio and create mockups of the desired user interface to interact with Elio. Kim brought her expertise from years of design work and also built a positive working relationship with members of the NetApp team, who quickly viewed her a trusted advisor in the UX design space. I would happily work again with Kim on a future engagement.”
— Robin Marcenac, IBM Program Manager, NetApp Account
