Bringing the Square Vibe to a High-Touch Public Web Chatbot
Public Web is a critical acquisition channel generating thousands of leads per month, but the existing 3rd-party solutions Square had been using lacked deep product and service context. This resulted in generic bot personas and UI that didn’t reflect Square’s brand or voice.
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I needed to create an AI bot that provided a differentiated, Square-native experience with richer context for potential sellers. The bot needed to:
• Answer Square product questions
• Capture and qualify prospect information
• Determine seller income-level to guide plan choice
• Schedule meetings directly with Square sales reps -
Here’s how I did it:
• Conducted user research based on existing 3rd party bot
• Created complete guidelines that included bot persona, voice and tone guidance, canned responses for non-sequiturs, and glossary
• Wrote prompts and edited existing prompts from XFN partners
• Evaluated the AI chatbot for hallucinations and drifts -
Not only did this work improve the initial experience for potential Square sellers, it also:
• Allowed the company to switch to internally-powered agentic AI based on Square guidelines
• Offered more control for drift and hallucinations
• Saved the company $300K+/yr in licensing costs
To explore the full Square SalesBot AI chatbot experience, reach out to me at nico@nicomk.design or try it at squareup.com.
