KOOL
KOOL
KOOL
KOOL
AI
AI
AI
AI
KOOL AI
Kool AI is a conversational AI platform designed to help businesses grow by boosting customer engagement and streamlining sales. The platform enables companies to build custom AI assistants that reflect their brand identity, answer customer questions, handle transactions, and provide personalized support ; all in one place.
As the UI/UX designer, my role was to design the end-end product experience, from the dashboard to the bot creation process, integrations, analytics, and customization features.
KOOL AI
Kool AI is a conversational AI platform designed to help businesses grow by boosting customer engagement and streamlining sales. The platform enables companies to build custom AI assistants that reflect their brand identity, answer customer questions, handle transactions, and provide personalized support ; all in one place.
As the UI/UX designer, my role was to design the end-end product experience, from the dashboard to the bot creation process, integrations, analytics, and customization features.
KOOL AI
Kool AI is a conversational AI platform designed to help businesses grow by boosting customer engagement and streamlining sales. The platform enables companies to build custom AI assistants that reflect their brand identity, answer customer questions, handle transactions, and provide personalized support ; all in one place.
As the UI/UX designer, my role was to design the end-end product experience, from the dashboard to the bot creation process, integrations, analytics, and customization features.
Duration
4 Months
Role
UI/UX Designer
Expertise
UI/UX Design
Stack
Figma | Jira | Figjam | Notion
Duration
4 Months
Role
UI/UX Designer
Expertise
UI/UX Design
Stack
Figma | Jira | Figjam| Notion
Duration
4 Months
Role
UI/UX Designer
Expertise
UI/UX Design
Stack
Figma | Jira | Figjam | Notion
Problem Statement
Businesses often struggle with:
Managing customer inquiries at scale.
Personalizing engagement across diverse audiences.
Connecting AI-powered conversations to actual sales outcomes.
Maintaining brand identity while using off-the-shelf chatbot solutions.
Kool AI addresses these gaps by providing a flexible, customizable AI assistant platform that combines engagement, personalization, and measurable growth in one solution.
The Goal
Design an AI powered engagement platform that:
Helps businesses create, customize, and manage AI assistants with ease.
Enables assistants to reflect brand voice, mission, and goals.
Supports data collection, sales tracking, and revenue generation.
Provides a dashboard view for insights, performance, and customer interactions.
Problem Statement
Businesses often struggle with:
Managing customer inquiries at scale.
Personalizing engagement across diverse audiences.
Connecting AI-powered conversations to actual sales outcomes.
Maintaining brand identity while using off-the-shelf chatbot solutions.
Kool AI addresses these gaps by providing a flexible, customizable AI assistant platform that combines engagement, personalization, and measurable growth in one solution.
Problem Statement
Businesses often struggle with:
Managing customer inquiries at scale.
Personalizing engagement across diverse audiences.
Connecting AI-powered conversations to actual sales outcomes.
Maintaining brand identity while using off-the-shelf chatbot solutions.
Kool AI addresses these gaps by providing a flexible, customizable AI assistant platform that combines engagement, personalization, and measurable growth in one solution.
The Goal
Design an AI powered engagement platform that:
Helps businesses create, customize, and manage AI assistants with ease.
Enables assistants to reflect brand voice, mission, and goals.
Supports data collection, sales tracking, and revenue generation.
Provides a dashboard view for insights, performance, and customer interactions.
The Goal
Design an AI powered engagement platform that:
Helps businesses create, customize, and manage AI assistants with ease.
Enables assistants to reflect brand voice, mission, and goals.
Supports data collection, sales tracking, and revenue generation.
Provides a dashboard view for insights, performance, and customer interactions.
Research & Insights
Research & Insights
Research & Insights
Design Process
1. Information Architecture
I mapped out the platform into clear sections:
Dashboard (business performance overview)
Create Bot (step-by-step bot builder)
My Bots (management of active and deleted bots)
Logs & Call History (customer conversations and performance tracking)
Live Agents (handover and escalation support)
Test & Share Bots (preview + distribution)
Integrations (CRM, social media, websites, etc.)
Payment (subscription and billing)
Settings & Support
Here's a user flow
To ensure the solution was user-centered, I analyzed existing AI assistant platforms (e.g., Intercom, Drift, HubSpot, Tidio).
Key Insights
Customization: Users want assistants that reflect their brand voice (tone, style, language).
Data-driven growth: Businesses want clear analytics and revenue tracking, not just chat transcripts.
Scalability: A need to manage multiple bots across products, teams, and campaigns.
Human touch: Hybrid workflows where AI handles routine questions but escalates to live agents when necessary.
From these insights, I structured Kool AI’s design around flexibility, clarity, and business outcomes.
To ensure the solution was user-centered, I analyzed existing AI assistant platforms (e.g., Intercom, Drift, HubSpot, Tidio).
Key Insights
Customization: Users want assistants that reflect their brand voice (tone, style, language).
Data-driven growth: Businesses want clear analytics and revenue tracking, not just chat transcripts.
Scalability: A need to manage multiple bots across products, teams, and campaigns.
Human touch: Hybrid workflows where AI handles routine questions but escalates to live agents when necessary.
From these insights, I structured Kool AI’s design around flexibility, clarity, and business outcomes.
Design Process
1. Information Architecture
I mapped out the platform into clear sections:
Dashboard (business performance overview)
Create Bot (step-by-step bot builder)
My Bots (management of active and deleted bots)
Logs & Call History (customer conversations and performance tracking)
Live Agents (handover and escalation support)
Test & Share Bots (preview + distribution)
Integrations (CRM, social media, websites, etc.)
Payment (subscription and billing)
Settings & Support
Dashboard
Business insights at a glance: Engagement, sales, leads, and AI performance. Create Bot (Custom Assistant Builder)
Assistant Basics: Name, Type (Sales, Support, Marketing), Language.
Company Info: Company Name, Industry, Mission (optional), Products & Services, Pricing, Address.
Team Setup: Team Members, Positions, Roles.
Assistant Role & Purpose: Main Role (sales, support, onboarding), Tone (formal, casual, friendly), Additional Instructions.
Conversation Setup:
Welcome Message(s) (optional logged-in user personalization).
Closing Message(s) (optional).
Target Audience & Audience Needs (pains, goals).
Data Collection: What to collect, when to collect it.
Personality: Small Talk, Jokes, Emojis, FAQs.
Customization: Colors, styles, chat button appearance.
Here's a user flow
2. Core Features
Dashboard
Business insights at a glance: Engagement, sales, leads, and AI performance. Create Bot (Custom Assistant Builder)
Assistant Basics: Name, Type (Sales, Support, Marketing), Language.
Company Info: Company Name, Industry, Mission (optional), Products & Services, Pricing, Address.
Team Setup: Team Members, Positions, Roles.
Assistant Role & Purpose: Main Role (sales, support, onboarding), Tone (formal, casual, friendly), Additional Instructions.
Conversation Setup:
Welcome Message(s) (optional logged-in user personalization).
Closing Message(s) (optional).
Target Audience & Audience Needs (pains, goals).
Data Collection: What to collect, when to collect it.
Personality: Small Talk, Jokes, Emojis, FAQs.
Customization: Colors, styles, chat button appearance.
My Bots
Central hub to view all bots, including deleted or archived ones.
Logs & Call History
Customer conversations history with search and filtering.
Live Agents
Hybrid support for escalations beyond the AI.
Test & Share
Preview bot before launch.
Share via link, embed on site, or connect to apps.
Integrations
Connect with websites, CRMs, email, and social platforms.
Payment
Subscription tiers and billing.
Settings & Support
Account settings, FAQs, and Help Center.
3. Design Decisions
Step-by-step Bot Builder: To simplify setup while still allowing deep customization.
Business-Oriented Dashboard: Instead of just “conversations,” Kool AI emphasizes growth metrics and revenue impact.
Brand Personalization: From colors to tone of voice, assistants can reflect each company’s identity.
Hybrid Workflow: AI handles scale, humans handle complexity.
Testing
Testing
When creating a voice campaign for the bot, users initially had to add phone numbers manually. However, after testing, I realized this process was too tedious, so I implemented a bulk upload feature to allow mass addition of phone numbers in the web app.
Wireframes
Wireframes
When creating a voice campaign for the bot, users initially had to add phone numbers manually. However, after testing, I realized this process was too tedious, so I implemented a bulk upload feature to allow mass addition of phone numbers in the web app.
Video
Mobile Responsiveness
Color
Color
Typography and
Color
Typography
Outcome
Outcome
Delivered a user-friendly AI engagement platform that balances flexibility and simplicity.
Designed a bot builder flow that makes complex setup (tone, audience, roles, data collection) feel intuitive.
Created a centralized dashboard to monitor engagement, sales, and assistant performance in real time.
Empowered businesses to scale customer interactions while staying authentic to their brand voice.
Reflections
Reflections
This project deepened my ability to design AI-powered experiences with business impact in mind. I learned how to:
Translate business objectives into conversational design elements.
Balance AI automation with human escalation.
Design scalable systems (supporting multiple bots, audiences, and industries).
This project deepened my ability to design AI-powered experiences with business impact in mind. I learned how to:
Translate business objectives into conversational design elements.
Balance AI automation with human escalation.
Design scalable systems (supporting multiple bots, audiences, and industries).
Next Steps
Conduct usability testing with small businesses to refine setup flow.
Add AI-driven recommendations for improving bot performance.
Expand integrations (social media, WhatsApp, payment gateways).
Explore analytics visualization for better decision-making.
©2025 Elizabeth Kafaru
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©2025 Elizabeth Kafaru
Go back to the top
©2025 Elizabeth Kafaru
Go back to the top
©2025 Elizabeth Kafaru
Go back to the top