Wells Fargo logo in white text on a red background.

Bilingual Chatbot Design

Client: Wells Fargo
Role: Lead Bilingual (Spanish/English) AI Linguistic Solutions Trainer / Conversation Designer Lead
Tools: DialogFlow, NLP tools, Jira, Confluence, bilingual style guides, Agile methodology

Project Overview

Wells Fargo sought to develop a robust Spanish-language chatbot as part of its mobile banking experience to better serve its growing Latino customer base. The goal was to increase digital accessibility, reduce reliance on live agents, and create culturally aware, linguistically accurate AI-driven conversations.

Key Contributions

Spanish Chatbot Creation

  • Built the Spanish chatbot from the ground up using DialogFlow, integrating localized utterances, intents, and slot-filling logic.

  • Partnered with engineering and product teams to implement end-to-end customer journeys for mobile banking inquiries in Spanish.

Conversation Design & Style Guides

  • Created and maintained a bilingual style guide to ensure consistency in tone, personality, and grammar across chatbot responses.

  • Designed user-friendly and natural-sounding conversations with a focus on trust, clarity, and cultural relevance.

Training Data & QA

  • Authored and annotated training sets of Spanish utterances, intents, and entities.

  • Led QA testing cycles to identify edge cases, tone mismatches, and logic flaws in both English and Spanish interactions.

Cultural Sensitivity

  • Conducted in-depth research into Latino dialects and regional usage to localize content while maintaining brand voice.

  • Ensured chatbot interactions felt inclusive, empathetic, and respectful, aligning with DEI goals and customer care standards.

Collaboration & Leadership

  • Acted as the team’s bilingual SME, mentoring other writers and trainers on linguistic accuracy and cross-cultural UX principles.

  • Worked closely with cross-functional teams (product, dev, research, legal) using Agile practices, Jira, and Confluence to document workflows.

Results & Impact

  • Increased containment rate: Fewer customers needed to escalate to live agents, reducing support costs and wait times.

  • Expanded digital reach: The Spanish chatbot enabled Wells Fargo to better serve Latino customers, increasing satisfaction and retention.

  • Established scalable framework: Delivered reusable documentation and workflows to support long-term multilingual chatbot development.