Ozmo

One of Ozmo's tech support solutions is an integratabtle Self Support product. This product offers our customers a robust library of support content and troubleshooting solutions that can be easily placed into their respective support ecosystem.

A conversational AI spanning the product offers helpful solutioning and disambiguation.

✉ Contact me to discuss this product and work in more detail.

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Consumer facing Self Support

  • Ozmo's library view is a starting point of disambiguation for a consumer.

    This product generally starts users off at a library of devices and apps, where they can browse or search based on their preference. Conveniently, Ozmo provides data driven and personalized portrayals of common devices for consumers to easily find the device they're looking for technical support for.

  • Short demo video of Ozmo's Self Support platform

    Recently, Ozmo has introduced conversational AI here as a helpful pattern for aiding users in finding helpful solutions.

The Device Landing Page

  • This view encompasses and portrays all relevant content for a particular device or app

    Once a device or app has been selected, a consumer will find themselves here. This view provides them with a searchable and browsable experience to explore all content relevant to the selected product.

    Beyond being able to look and for find the right content, Ozmo uses data to present and emphasize current trending topics and articles.

    Ozmo also offers a Common Issues & Fixes section at this point, highlighting common call drivers and vetted solution steps across several tutorials.

Tutorials

  • Ozmo's tutorial experience was something that my team dedicated extensive research and iterative solutioning towards. This content is often a building block throughout our products, so it was critical that the tutorial experience was simple, intuitive, compact and responsive.

    Here the user can view all the steps and skip ahead if they desire.

Tours

  • The full experience shown on the left and a mobile-responsive format shown on the right.

    Similar to our tutorial content, our Tour content is available for each device. This content helps a user explore the physical features and form of a given device, with learning and troubleshooting opportunities woven into respective points of interest.

Conversational AI

  • A mobile sized view of our conversational experience.

    → View a deep dive on the Conversational Search feature.

    As part of the AI race, Ozmo felt like our consumer facing product was a natural fit for an LLM presented as a conversation to aid users in disambiguating their issue while also finding the most relevant answer.

Read about some successful new features I led at Ozmo

  • Conversational Search - Self Support