Help Bot for Avito

Sequence of robot cartoon robot avatars for help bot

A little project that I've worked on in Avito in 2015. It was designed for a first line of user support. The user can receive some answers on how the service works, file a complaint or request a chat with the live operator.

Two screenshots: chat is collapsed into a vertical bar on the left, expanded into a small corner UI on the right
Screenshot of help bot UI in page context

The user flow is pretty straightfoward. A few forms and help articles are shown upon request (either by clicking a link in chat or entering the key word manually). If the form doesn't help a live operator chat can be requested.

Flowchart of user journey with the bot showing automatic answers and switching to human operator
Full user flow