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I have been working for the past four years on the bank’s Smart Assistant. I was initially hired to create a conversational design system and to define a personality and tone which could be applied globally, wherever BBVA is present. I was then kept on to train the chatbot the bank has in Spain and produce all content necessary for its new functionalities.

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What were the needs of the project?

I have been working for the past four years on the bank’s Smart Assistant. I was initially hired to create a conversational design system and to define a personality and tone which could be applied globally, wherever BBVA is present. I was then kept on to train the chatbot the bank has in Spain and produce all content necessary for its new functionalities.

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What were the challenges?

The project’s characteristics initially required research and the setting in place of personality models. I worked with the team to meet the different needs of the project and contributed as much as I could in my field. The second phase of the Smart Assistant projects requires me to understand the functioning of the chatbot and being able to come up with conversational options that enrich it and make it more efficient.

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How did I approach the project?

Being as much of a team player as possible and trying to listen and learn about the particularities of a type of tool that is somewhat recent.

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What did I deliver?

The conversational design system was given a modular approach to align with other UX design systems and to make it homogenous, while flexible, depending on the needs of each country where it was implemented.

As for the training, I contributed to the creation of a training phrases generator, which speeds up the process as well as guaranteeing consistency.
This project has given me experience in all of the content requirements that this type of tool has, leading me to be interviewed twice by Forrester Research.