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Grab Chatbot Personal Project, 2017


According to a McKinsey report, artificial intelligence (AI) is on the verge of causing digital disruption, necessitating early preparation by companies. Among AI technologies, chatbots have gained significant attention and are being considered for integration into various business processes. In this context, I aimed to explore the utilization of chatbots in a ride booking app.

Project Goals

The primary objectives of this project were to identify the most effective approach and interaction model to address first-time user frustrations and confusion during the booking process.


The key goals included:

  1. Facilitating dialogue and communication between users and drivers: Implementing chatbot functionality to enable seamless interaction between users and drivers, enhancing the booking experience.

  2. Reducing bounce rate for improved conversion optimization: Minimizing the number of users who abandon the booking process to increase successful conversions.

  3. Ensuring prompt access to relevant information: Ensuring that users can obtain the answers they seek quickly and efficiently, enhancing overall user satisfaction and engagement.

By achieving these goals, the aim was to enhance the user experience of the ride booking app and optimize the conversion rates, ultimately driving business growth and customer satisfaction.

Interface Design

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