Case Study

Customer Care Operations

Overview:

The chatbot integrated supports the customer care service operations. The chatbot interacts with the user on behalf of the customer care executive, by extracting meaningful context from the conversation and respond back with the answers. Entities and Intents are managed in Google DialogFlow framework which is used for chatbot development.

Problem Statement:

Our client wish to provide its customers with a round-clock customer service support over his e-commerce business, so that its customers can track their orders, information about new product launch, generic queries resolved etc.

Solution:

As a solution, we offered a text based chatbot trained on the conversations from the customer service executives and developed over Google Dialogflow framework.The chatbot extracts the context from the user's converstaion using NLP techniques are return the output to the user. Provision to pass the conversation to customer care executive n case bot is not able to answer has also been provided. We also save teh conversations in database fro future training and the same are visible to backend people also so that they are aware about the conversation.

Services:

1. UI/UX Design:

Developed chatbot design

2. Conversation Decision Tree:

Developed conversation decision tree and managed entities and intents in Google DialogFlow

3. Web based frontend development:

Integration of chatbot in the customer facing website.

Highlights:

The solution increased the customer satisfaction index by 70%, with the reduced number of customer care executives available in his company hence increase his ROI.

Tech Stack: