## Conversation design

Making robots talk, to the best of their ability.

## Advertiser Identity Verification chatbot

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Google Ads had begun requiring new advertisers to verify their identity to keep serving ads.

Trouble was, it was a very manual process, involving dozens of different documents and requirements, and it was driving **tens of thousands of support tickets per quarter** from **frustrated advertisers worried about losing access to Google Ads**.

My assignment: **design a chatbot flow** to effectively **deflect tickets**, **resolve advertiser inquiries,** and **route escalations**, while **meeting customer satisfaction** and **solution acceptance targets.**

### The challenges…

This project was bonkers, bananas HARD.

- It was my first chatbot flow. NBD.
- The OG brief was missing tons of crucial information.
- Lots of unavoidable escalation endpoints. (Not an optimal UX.)
- I had 30+ stakeholders to keep in the loop and keep happy.
- My extra production support fell through.

Want to hear the full story of how I delivered a phenomenal product that exceeded our targets on-time, despite it all?

## “There would have been many blockers and last-minute issues if it had not been for her due diligence.”

## — A peer on this project