Tech
GenAI chatbot discovery & guardrails
- Client ·
- CDW · Account Management
- Role ·
- Sr. UX Researcher
Context & challenge
An internal GenAI chatbot was being designed for account managers without a grounded view of where conversational AI would actually help versus add friction in a high-context B2B sales workflow.
Approach & key decisions
Mixed-methods discovery with account managers, IT admins, and procurement contacts; co-synthesis with designers; and observation of vendor demos translated raw use cases into a tiered intent map, guardrail patterns, and prompt scaffolds.
Outcome
Gave product and vendor partners a shared model of what the bot should and should not do, and informed a phased rollout that protected trust during model maturation.
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