2024-2025
Overview
CHIB (Chinabank Intelligent Buddy) is a conversational AI chatbot built to redefine financial services by offering personalized transaction support, financial coaching, and money management.
As the AI Experience Manager, I designed CHIB from the ground up, focusing on creating an intuitive and impactful user experience. The goal was to attract new customers, deliver tailored money recommendations, and boost cross-sell and upsell opportunities.
Results
The beta phase reduced support inquiries by 40% and boosted satisfaction, with 35% of users reporting positive feedback. It delivered faster resolutions, simplified financial management, and personalized experiences.
What was done
Conversational Design
The chatbot was designed to feel approachable and relatable, offering a smooth experience for:
Quick banking transactions.
Personalized product recommendations based on user behavior.
Financial insights and advice for smarter money management.
Simplifying Financial Management
I designed these UI cards to simplify financial management, enabling users to make informed decisions and achieve their financial goals effortlessly. Each card delivers actionable insights and tools tailored to users’ needs.
So what happened?
CHIB demonstrates how user-centered design and AI can transform banking services. As the AI Experience Manager, I ensured every aspect of CHIB—from research to design and deployment—focused on delivering value to customers and meeting business goals. The result is a cutting-edge digital banking tool that drives inclusivity, customer satisfaction, and business growth.
TL,DR;
Enhanced User Experience: Customers reported faster resolutions and an improved ability to manage their finances
Operational Efficiency: Reduced support ticket volume by 40% during the pilot phase.
Increased Engagement: Personalized experiences led to higher satisfaction, with 35% of users giving positive feedback.
Business Growth: Attracted new customers and boosted product adoption through tailored recommendations.
So what happened?
Huge shoutout to my awesome team for all the hard work and teamwork that went into making this happen. We’ve built something great that makes managing finances easier for our users, and it wouldn’t have been possible without everyone’s effort!
