Customer service chatbot assistant

US-based cable & Internet provider

Product planning and design of chatbot assistant to transition common support agent inquiries to automated web chat and SMS

2020-2021

Accenture Strategy

Client had a chatbot assistant to help customers with basic customer service needs. For their next major iteration, the goal was to enhance the assistant with the ability to handle more complex inquiries and directly interface with internal systems. We identified the customer support categories that normally require the most agent involvement, as these represent the highest cost from a care channel standpoint. We designed conversation flows for this initial set of support categories and drafted technical requirements to support the full journey from the backend.

Journey planning

Budget for initial MVP launch supported a limited collection of customer journeys. These journeys were selected and prioritized based on predicted volume of support inquiries and projected cost savings.

Conversation flow design

Design boards created to comprehensively detail conversation flows of selected user journeys. Designs included entry/exit criteria, branching logic based on user inputs, references to APIs, and variations for proactive vs. reactive messaging.

Technical requirements

Technical requirements drafted upon review of conversation flow design with engineering teams. Requirements outlined incremental development work needed to execute API calls and data exchange with internal systems (e.g., billing, appointments, service status, etc.).