Chatbot VRIO (DGO)

The DGO virtual assistant handled over 67,000 interactions per month but faced challenges in intent recognition, language consistency, and governance, which impacted efficiency and user retention. The goal was to reduce unnecessary escalations and improve user satisfaction.

I worked across DGO’s self-service channels (Brazil and Hispanic markets), responsible for shaping the customer experience with the mission of delivering clear, efficient interactions aligned with user expectations through the implementation of new processes.

I maintained chatbot and FAQ content continuously updated and relevant, while monitoring channel metrics to identify what was working well and where improvements were needed. I also explored new solutions and features to strengthen the brand experience and support revenue strategies.

To improve the team’s day-to-day workflow, I designed and implemented an Agile-based process that increased structure, clarity, and cross-team alignment. This reduced rework, minimized communication gaps, and improved predictability, enabling the team to focus on higher-impact initiatives and deliver better results in efficiency and, most importantly, retention.

🎯 Business goal: Reduce handoffs to human agents in critical flows;
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🎯 Product goal: Increase resolution rates in chatbot sessions;
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🎯 Experience: Ensure clear and consistent language for smoother conversations and lower chatbot rejection rates
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🎯 Business: Build a chatbot framework and governance model using Agile to support revenue, brand, and other company strategies;