Case Study

Chatbot - Automated Customer Service System

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Abstract

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.

BUSINESS OBJECTIVES

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

BUSINESS ISSUE

Our client looked for a solution that could help their staff provide a consistent customer service experience to their huge customer base.

APPROACH/ TECHNOLOGIES

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

KEY RESULTS

- Reduced customers service and support expenses
- Identified valuable insights on several customer demographics and their respective lifestyle preferences
- Gained actionable insights to inform our client on where to improve their current services

Big Data & Advanced Analytics

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