One-of-a-kind AI-powered WhatsApp bot for highway travelers

Project Overview
The National Highways Authority of India or NHAI is an autonomous agency of Government of India. NHAI had come in with a requirement to built a WhatsApp bot for the highway users and truck drivers on a regular basis. NHAI already had an IVR in place which use to take user queries and calls coming in but NHAI wanted an application which could also capture user's current location. There couldn't be any other better platform to do this than WhatsApp.
Problem Statement
I was assigned the primary Conversation Designer for the NHAI project. I was involved with the client for designing the bot from scratch. NHAI primarily wanted to replace the IVR 1033 helpline number with the WhatsApp bot and hence the design captured each and every step from their IVR. In my design I added the location and image capturing step for the WhatsApp bot which was earlier missing in their IVR.
I have designed NHAI chatbot for four primary use cases:
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1. Highway issues
2. Toll Plaza-related issues
3. FASTag payment issues
4. Report any emergency on the highway
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Since all use cases involved some kind of urgency and sensitivity towards the users, the design had to reflect a sense of empathy. Hence, the conversation happening on the bot was designed keeping in mind the current state of any user and how quickly we could help them resolve issues raised by them through the bot.

Additionally, NHAI as a brand wanted to empathize with users but did not want to be apologetic towards them. If any user faces any inconvenience while travelling on the highway they did not want to apologize but just give a straightforward response for the resolution. In a way, we designed the persona of the bot which is similar to a government employee who is extremely formal and stern.

The project enabled me to push my design capabilities to an extent where I could think of a number of possible edge-case scenarios and design proper responses for them. This project was a turning point in my career which led me to become a better Conversation Designer. Read below to see what the project stakeholders had to say about me for my contribution.

Check out the bot on this WhatsApp number - +91 88103 31033
Proposed Solution
Conversation Designer
"Dear Fatema,
I would like to appreciate you for your immense contribution in designing the WhatsApp Chatbot for NHAI 1033 Helpline. Your professionalism reflects in your approach & methodology that you have shown during designing & conceptualization of Chatbot flow.
We are thoroughly impressed by your work approach and the leadership qualities you showed in a time of need for this project.

Thank you for doing a great job!
Wish you all the very best for your future endeavors!!"
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