LG CNS Singlex Chatbot Platform

Overview

AI Chatbot Saas Service for LG group & B2B Partners

I led the UX project for the AI Chatbot Builder within LG Group's cloud-based SaaS platform, Singlex, in response to the growing market demand for AI chatbot adoption and LG Group's goal of integrating AI services across its businesses.

Company

Role

  • Lead Product Designer

  • Bot Migration Project Manager

Deliverables

  • Service Strategy

  • SaaS Platform UX Design

  • Service Architecture

  • AI Chatbot Service Migration

Project Date

  • AUG 2020 - Jan 2021
    6 Month

Context & Background

LG Group’s five separate chatbot platforms led to fragmented AI capabilities and rising operational costs. Both internal teams and B2B partners faced increasing infrastructure expenses and sought a unified, cloud-based chatbot solution.

Hyphothesis : HMW Approach

“How might we integrate each subsidiary's & B2B Partner’s legacy chatbot systems and requirements while making chatbot building and management more seamless in the cloud?”

First, we conducted stakeholder interviews with chatbot operators from each subsidiary to understand their current tools and operational methods. Additionally, interviews with B2B partners, including KB Kookmin Bank and GS Shopping, provided insights into customer needs and demands.

Following these interviews, we benchmarked chatbot SaaS solutions such as Google Dialogflow, Kakao i Connect, and Naver Clova.
Notably, some subsidiaries relied on key Dialogflow features, so we collaborated with Google to embed a Dialogflow mode into our system.

Outcomes

Singlex AI Chatbot Builder

Singlex AI Chatbot Builder enables anyone to create chatbots easily without additional programing.

Intagrated Service Portal

Singlex is a B2B SaaS platform offering various AI solutions. To ensure a seamless user experience across solutions, we designed a Service Portal that allows users to navigate effortlessly to their desired services.

Chatbot Creation and Management access Control

Among the many requirements, a common need was to set access permissions and allow different teams or organizations managing the chatbots to operate independently.

Singlex Chatbot builder can be independently built and operated at the company, organization, or team level.

Easy Build, Test and Management

Traditional chatbot builders required coding for response conditions and limited options for operators.

The Singlex Chatbot Builder simplifies this with a GUI for setting conditions, APIs, and UIs, enabling easy chatbot creation with minimal development. It also allows instant testing and includes a debug mode for easier communication with developers.

Train the model and connect the service with low code

User can easily connect services or integrate additional data by following API rules provided by developers. The system also allows real-time monitoring of user interactions, and any abnormal responses can be immediately addressed and retrained on the training page, supporting a fast model learning environment.

User Feedback & History Search

Users typically leave feedback when they experience discomfort, which provides valuable insights for improving the service or chatbot. Analyzing the context before and after the feedback is essential.

To support this, the Singlex Chatbot Platform includes a history feature, allowing you to view the user's interactions—such as the input, the response received, and any actions or buttons that led to abandonment or negative feedback—through the history page.

Impact

We consolidated redundant chatbot platforms within LG Group, reducing operational monthly costs by $1.5 million, and contributed to $5 million in sales by delivering B2B SaaS solutions to clients like LX Pantos.

NEXT Projects

B2B2C Chatbot Projects

Finance, Retail B2C Enterprise Chatbot Projects