Vivobot | Chatbot Platform

Vivo, Brazil's largest telecommunications provider, faced a critical challenge: their portfolio of 61,000 small and medium-sized business (SMBs) needed customer service automation.

Most SMBs operated with one person handling multiple roles: sales, operations, and customer service. Leaving customers waiting hours or even days for responses to simple questions.

The Market Gap, SMBs were caught between two options:

• Simple chatbot builders that were easy to set up but technically unreliable and couldn't scale
• Enterprise-grade AI platforms that were powerful but required specialized technical teams and significant investment to implement

Design a chatbot platform that bridges the gap between simplicity and sophistication, enabling SMBs to build robust virtual assistants without technical expertise.

Primary Goals

• Understand SMB needs and constraints:

  • Research common customer service pain points across SMBs
  • Identify the actual technology literacy level of business owners
• Solve the dual problem:

  • Create simple UX that non-technical users can master quickly
  • Deliver enterprise-grade AI that scales and performs reliably

1. User Research
Talked to Vivo stakeholders and SMB customers to understand personas, technology literacy, and expectations.

• Business owners needed simple language over technical jargon
• WhatsApp was the essential communication channel for Brazilian SMBs

2. Design Strategy
Defined the complete ecosystem and how all platform components communicate with each other.

• Chatbot Builder: Define capabilities, Q&A setup, integration snippet
• Curator Dashboard: Analytics, unanswered questions, knowledge refinement
• Client Registry: Customer organization and conversation history
• Vivo Admin Platform: Add, edit, and delete 61,000 SMB accounts

3. Low-Fidelity
Validated user flows, navigation patterns, and content hierarchy through wireframes tested with a small group of SME stakeholders from Vivo.

• Transfer to human after 3 consecutive misunderstandings

4. High-Fidelity
Created the visual identity and component library, orchestrating with another Designer to deliver all experiences.

• Defined colors, typography, and components aligned with Vivo's brand
• Delivered 38+ screens across all platform components
• Daily critiques to ensure quality