Faq chatbot for a Large-scale Retail Distribution customer

The client, a large-scale retail distribution company, needed to implement a chatbot as the primary channel for customer support.

The goal was to reduce the incoming customers’ call.

As part of a team, I was responsible for developing a comprehensive knowledge base for the chatbot. My role involved providing guidance and support on aspects ranging from the chatbot’s persona and tone to the content generated. I collaborated closely with the brand’s team to ensure the chatbot effectively addressed customer service requests across their mobile application and website. In addition, I assisted with customizations requested by the client, serving as an intermediator between them and our platform provider

Initially, I engaged in several meetings with the client and my team leader to gather insights on key considerations:

• Primary interaction mode: text or voice,
• Graphic design elements: background color, notch, and font,
• Content strategy: addressing both FAQs and user-specific questions requiring dynamic data retrieval from the client’s APIs,
• User authentication via chatbot,
• Availability of human operators for live chat support,
• Chatbot testing and update protocols,

Subsequently, I assisted the client in collecting over 100 Q&A pairs from their call center to address common customer inquiries. This was followed by a dedicated meeting to gain a deeper understanding of the content and user needs.

Regular weekly communication with the client enabled me to refine chatbot dialogues and gather additional questions.

I conducted thorough testing of the Natural Language Understanding (NLU) model using platform-provided tools, simulating real-world user interactions. Rigorous testing was carried out on both the web and mobile versions of the chatbot.

The chatbot was successfully deployed within the client’s mobile application, serving as the primary customer support channel.