Chatbot - Automated Customer Service System
Provided our client with a custom-made Chatbot, power by IBM Watsons, to quickly answer customer enquiries 24/7 and retrieve customer behavior and interests to provide customers with improved products and services.
To have a better understanding of their customers’ behavior and preferences and to reduce customer support workload
- Customers ask similar or the same questions to the customer support line (e.g. closest ATM, what are the opening hours, etc.)
- Want to see what customers’ prefer to offer personalized products
Our client looked for a solution that could help their staff provide a consistent customer service experience to their huge customer base.
- Because customers ask very similar questions multiple times, we suggested implement a Chatbot to facilitate these questions
- Utilize IBM Watson’s Natural Language Processing capabilities to train the Chatbot to better recognize and answer enquiries
- Managed the development progress through coordinating with the Design and Programming Teams
- Collaborated closely with the client to design and develop the chatbot application while understanding the needs of customer service purposes
- Developed and conducted change management strategies
SCOPE OF WORK
- Developed a comprehensive chatbot application that syncs with Facebook Messenger and various API sources
- Established a user-flow that focuses on user-friendliness