Miles AI (beta) —

The Points Guy

Say hello to Miles — your personal Points Guy!

Miles AI is a chatbot designed for the TPG App to provide powerful insights and answer any questions based on the content found on thepointsguy.com. Built off Chat GPT 3.5, I was tasked with developing the voice of Miles.

It was a monumental task. ChatGPT was new to the entire team and I had to work closely with our engineering team to understand how ChatGPT worked and how we could build on top of it.

The first task was aligning Product, Engineering, and Business around the look of Miles. That meant sessions to determine the branding and voice.

With us coming to an agreement, I worked around adjectives that fell within these parameters. I can’t share the full details of the session, but for all intents and purposes, we landed here:

Then came the fun part.

I was still totally unfamiliar with how to write for ChatGPT. I needed a better understanding of how we were building this program so I could best know how to steer our prompting. It took many Slacks, Zooms, and iterations, but by the end, we were getting consistent responses that performed above our expectations. Check out this gallery of prompt refinement and responses from Miles:

Info from engineering

During my time with TPG, I got to work really closely with engineering. These notes came from a senior manager I often worked with to give me a better understanding of prompt writing.

What would a user ask?

These sample questions came from various teams and individuals familiar with our users. The idea was to use these questions as a control and see how Miles responded.

Defining Miles

Starting from the very first prompt, I chose to define Miles’s attributes as best as possible. This would help me get a strong start and refine for concision with each version.

Miles’s first conversation

The first conversation followed a prompt that was roughly describing Miles’s attributes. You can read the prompt and Miles’s response above.

Overall, the team was happy with how our AI presented the information requested. From here, it was a matter of simplifying the prompt, using fewer tokens, and getting similar language. You can see the ongoing process below:

I worked with one of our product design leads and a visual designer to determine the functionality and feel of Miles. It took non-stop communication and multiple working sessions to land where we felt good about the Miles experience.

The following screens are the hi-fi results of our work together. While all of Miles’s responses were actually collected from the newly designed chatbot, I had to work out the text around the section headers, buttons, introduction, and gaiting experience. Enjoy!

Liked this? Check out some of my other work:

Brand style guide — App onboarding — Retargeting emails