Voice Application
VoiceGuru.
One-stop-shop Error Solution Library
Design System +
Voice Technology
VoiceGuru is a voice technology solution that provides a one-stop-shop error solution library.
It aims to help RBC to solve repetitive P1, P2 problems by providing a history of solutions.
Ultimately, it is beneficial for asset management, investments and long-term savings
The Role.
Conversation & Voice User Interface Designer
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Product Design / Research / User Journey Map / Conversation Flows / Wireframing / Prototyping / Visual Design / Branding
The Clients.
Featured.
Voice Technology Best Offline Hack Award
Wait!
VoiceGuru was one of the projects I could share in public, and my other role was a Visual Designer in RBC.
My role was to drive large-scale strategic initiatives including Bank 2021 Strategy, Future of Work, and Enterprise Business Agility in Personal & Commercial Banking to be a digitally-enabled bank. I work on the ideation and development of creative visual solutions to improve employee experience and express complex ideas in simple and engaging formats.
Due to a non-disclosure agreement, the works that I have performed are forbidden to disclose details to the public.
Please click the following button to access the internal portfolio and see more of my works (password required)
Otherwise, please keep scrolling down to see my VoiceGuru work!
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The Challenges.
Main challenges that organizations face during P1 and P2*
* Incidents based on the impact and urgency of the failure or interruption
Define what the issue is and how it is impacting the technical as well as business ecosystem
Spend unnecessary time to provide a problem statement to the command centre and incident management teams
Search for a similar issue in the PRP list if the company had already fixed/worked around for one
Overview.
VoiceGuru is the project during Voice Hackathon in partnership with Telus. 100 RBC employees including designers, developers and business teams joined this sprint to deliver innovative voice solutions.
And VoiceGuru won the Voice Technology Best Offline Hack Award.
The Journey Map.
Traditionally, the WAR room is opened up during an investigation or when an incident occurs. VoiceGuru would come in handy in this scenario.
Record the meeting and write a transcript.
Record important meetings for playback later. And automatically transcribe every recording and make the words searchable.
Summarize the meeting notes.
Summarize important moments, predictive highlights, and action items in the meeting.
Store the final solution in the library.
Automatically upload meeting recordings and notes to the secure library for future incidents.
Incident Management Dashboard.
Provide a quick and easy-to-read overview and support prioritizing tasks, working more efficiently, and ensuring customer satisfaction.
The Impacts.
Reducing internal pain-points
Shifting the focus towards value
Increase consistency
Decrease maintenance
The Tools.
We used Snips as our main AI voice platform for training AI and customizing voice experiences. Like other voice platforms, Snips provides context-aware Language understanding, data generation(pre-trained examples), and hardware flexibility. The main reasons our team picked the platform is due to the ease of use and offline reliability. Since Snips runs locally and on-device, with no end-user voice data transferred or analyzed in the cloud, it has a better security solution than other voice platforms. The privacy safeguards at the product, algorithm, and business-model level enable compliance with the strictest data regulations.
Conversation & Experience Design on VoiceFlow
The Branding.
RBC + Voice + Shield
“ Great design is about simplifying and humanizing our interactions.”
— Dave McKay, CEO of RBC
The Learning.
We had a chance to make a pitch to one of Technology & Operation group and made a great impression on it.
It helped me to gain more knowledge of the possibilities of new voice technology and voice experience design.
It was an amazing opportunity to work with talented developers and technical mentors and industry sponsors from myPlanet, Voiceflow, Google, and Mobvoi.