Product design question

Design a chat bot for the banking Industry.

Practice this question out loud. An AI interviewer asks it, follows up like a real interviewer would, and scores your answer. Type or speak.

What this question tests

Product design in a high trust, compliance heavy domain, balancing automation with escalation to human agents.

Clarify the use case: routine banking tasks like balance checks, transaction disputes, and simple transfers, not complex advisory needs.
Segment queries by complexity: high frequency simple tasks the bot can fully resolve versus sensitive tasks like fraud disputes needing human escalation.
Prioritize the highest volume, lowest risk tasks first, like balance inquiries and card freezing, for full automation.
Design the escalation path clearly: any query involving account changes, disputes, or apparent distress routes immediately to a human agent.
Propose the bot experience: natural language intent recognition, clear confirmation steps before any transaction, and a visible human handoff option at all times.
Define success as containment rate, queries fully resolved by the bot, alongside customer satisfaction score, not containment rate alone.

Explicitly separates automatable low risk tasks from sensitive tasks needing human escalation, appropriate for banking's trust requirements.
Prioritizes safety over automation rate, for example always offering a visible path to a human agent.
Gives an illustrative number, for example assuming 40 percent of queries can be safely contained by the bot at launch.
Tracks satisfaction alongside containment, preventing a metric that rewards trapping frustrated users in the bot.

Optimizing purely for containment rate, which can trap distressed or fraud affected customers in an unhelpful bot loop.
Ignoring regulatory and compliance requirements specific to financial transactions, like confirmation steps before transfers.

How would you detect when a customer needs to be escalated before they explicitly ask?
How would you measure and reduce bot errors on financial transactions specifically?