Rediseño de Modelo Operativo con Conversational AI
Chatbot de Información sobre Aborto en Marco Legal Restrictivo
- Role
UX Resarch
Conversation Designer
- Team Multidisciplinary
7-members team, including a lawyer, a healthcare professional, and a developer.
- Timeline
3 months, January 2022
+67%
Service Capacity
-83%
Response Time
90%
Bot Autonomy
+100
Daily Queries
El Desafío: Sobrecarga operativa y colpaso en atención
Contexto
Complejidad
El Desafío: Sobrecarga operativa y colpaso en atención
Contexto
Enfoque Estratégico: Research-Driven Design
User Research (5)
In-depth interviews conducted in post-traumatic and vulnerable contexts
Insight: Users need fast, clear, and non-judgmental information
Operational Analysis
Work sessions with the call center team
Insight: The team was overwhelmed with repetitive inquiries that could be automated
International Benchmarking
Chatbot testing in countries where abortion is legal
Insight: Natural language approaches were effective, but not viable in the Peruvian context
Legal Analysis
Review of the Peruvian regulatory framework and WHO guidelines
Insight: The chatbot should operate as a neutral, informational “wiki”
Hallazgo Clave
El research reveló 2 casos de uso distintos que no estaban siendo diferenciados:
- Embarazo confirmado: Usuarias buscando información específica sobre procedimientos, riesgos,opciones
- Embarazo no confirmado: Usuarias buscando información sobre anticoncepción de emergencia, confirmación de embarazo
Decisión estratégica: Rutas personalizadas en lugar de flujo lineal
Los usuarios no solo quieren respuestas rápidas, quieren sentirse comprendidos y guiados en un lenguaje natural
Diseño de Conversación
Las decisiones estratégicas que definieron el producto en un bot facilitador de información.
Restricted Language
“ I recommend ”
“ You should ”
“ Do this ”
Approved Language
“ The available options are ”
“ You can choose between ”
“ The available information indicates ”
- Two personalized pathways based on use case
- Simple instructions: “Choose 1 or 2”
- Brand-aligned imagery
- Visual aids at every step
- Two main pathways + intelligent routing
- Structured content ready for Dialogflow
- Zero personal data stored
- Judgment-free language
- Responsible handoff to human support
Mi rol como traductora entre Legal, UX y Tecnología
Legal ↔ UX
Research → Strategy
UX ↔ Developer
Stack Tecnológico
Impact & Resultados
| Metric | Before | After | ✅ Improvement |
|---|---|---|---|
|
Service Capacity |
30 inquiries/day |
50 inquiries/day (month 3) |
+67%
|
|
Response Time |
30 min |
5 min |
-83%
|
|
Service Autonomy |
0% (fully human) |
90% (bot resolves without escalation) |
90%
automation
|
|
Availability |
Limited hours |
24/7 |
Full availability |
|
Peak Demand |
30/day |
100+/day |
+233%
|
|
Team Hours Freed |
15 hours/day |
Reallocated to high-value cases |
Focus specialized cases |
Impacto Cualitativo
Scalability
- Month 1: Launch
- Month 3: 50 inquiries/day
- Peak: 100+ inquiries/day
- Annual projection: 18,000+ inquiries (vs. 10,950 previously)
Service Model Transformation
- From an overloaded call center → to an efficient hybrid model (bot + human support)
- Role redefinition: human team focused on complex cases and emergencies
- Technology adoption as an amplifier of social impact
Governance & Compliance
- 100% legal compliance across all conversational flows
- Zero legal risk incidents throughout the operational period
- Replicable framework for other sensitive domains
User Adoption
- Strong preference for chatbot for general inquiries and information validation
- Escalation to phone lines only for specific cases or emergencies
- No recorded complaints regarding tone or clarity of information
Conclusiones claves
Diseño con restricciones extremas
En contextos complejos y limitados la clave es priorizar lo que más impacto genera.
Facilitación Legal-Tech
Documentación para auditoría. Calibrar el cuidado legal con la experiencia de usuario requiere negociación constante y claridad entrade-offs.
Research en Contextos Sensibles
Conducir entrevistas sobre temas traumáticos (abuso sexual, decisiones reproductivas) requiere un profundo respeto, escucha sin juicio y crear espacios seguros.