Using AI to Deliver
Finger Lickin’ Goodness
to Every Filipino
a project for KFC Philippines
Initiated in June of 2020, bulk of work completed by October
Work is still in use after departure from IV.AI as interaction designer and translator
Screenshot taken during early portion of conversation
In this project,
I designed content and branched interactions for a Facebook Messenger chatbot used by Kentucky Fried Chicken Philippines, which handled food not only delivery and pickup orders but also customer service and operations inquiries, bringing KFC Philippines’ customer experience online.
After working on demos and pitches for smaller food companies for IV Asia-Pacific, I joined the KFC chatbot development team with my direct supervisor liaising with KFC Philippines and developers at IV.AI’s Los Angeles headquarters back in June of 2020.
It was critical that both food and non-food menu items were discretely categorized and copy legible to English speakers of all levels. To that end, I rewrote chat copy and sorted interactions into branching paths. I also performed QA to ensure interactions were organized months before the chatbot’s launch. Much of the bot’s interactions and capabilities remain consistent years on.
Screenshot taken during presentation of service categories
Screenshots taken during presentation of menu items
Client
Kentucky Fried Chicken Philippines
Key partners
Richie Ryan Reyes, IV.AI APAC
Tom Sansome, IV.AI HQ
Skills used
UX writing, experience design, interaction design,
content strategy, conversation design
Programs used
Facebook Messenger Send API, Meta Messenger Platform, Microsoft Excel, Google Suite
Adobe After Effects, Adobe Premiere Pro (for video demo on left)
Location
Philippines (design, client oversight)
Los Angeles, CA, United States (development, developer oversight)