Chatbots implementation power point presentation
- 1. Click to edit Master title style 1 CHATBOT OPTIMIZATION STRATEGY FOR XYZ By, Shobitha D Enhancing Customer Experience with Smarter Conversational Pathways
- 2. Click to edit Master title style 2 INTRODUCTION XYZ C ompany us es an AI Voic e Bot to as s is t c us tomers w ith their inquiries . This bot follow s a s truc tured Conversational Pathw ay Model , w her e eac h r es pons e is guided by pr edefined s teps and dec is ion tr igger s . H ow ever, if not optimiz ed pr oper ly, the bot may s tr uggle to handle quer ies effic iently, leading to fr us tr ating exper ienc es for us er s . In this tas k , w e w ill analyz e a s ample interac tion w here the bot fails to as s is t a c us tomer effec tively. We w ill identify is s ues in the c onver s ation flow, s ugges t impr ovements , and r ew r ite the bot’s r es pons es to enhanc e the over all exper ienc e. 2
- 3. Click to edit Master title style 3 AI Voice Bot Optimization for XYZ Company ➢ XYZ Company's current AI Voice Bot ("Tara") is experiencing issues in customer support interactions ➢ Our analysis identifies key problems and proposes specific improvements to enhance customer experience ➢ Goal: Create a more responsive and efficient customer support system
- 4. Click to edit Master title style 4 PROBLEM ANALYSIS What Went Wrong in the Sample Conversation? ➢ Bot didn't remember information alr eady pr ovided ( or der number ) . ➢ Bot ignor ed the c us tomer's s pec ific r eques t ( c anc el or der ) . ➢ Bot provided irrelevant information ( or der tr ac k ing w hen c us tomer w anted c anc ellation) ➢ Bot failed to ac k now ledge w hen it c ouldn't handle the r eques t ➢ C onver s ation ended w ith fr us tr ation and es c alation to human agent 4
- 5. Click to edit Master title style 5 KEY FLAWS IDENTIFIED 5 ➢ Poor Memory Management : Bot does n't s tor e and us e infor mation s har ed by c us tomer ➢ R igid C onversat ion Pat hs : Bot follow s pr es et s c r ipt r ather than adapting to c us tomer needs ➢ Limit ed Int ent R ecognit ion : Bot mis s es the c us tomer 's ac tual r eques t ➢ No Error Recovery: Bot lac k s ability to rec ogniz e when c onver s ation is failing ➢ Inadequat e H andof f Prot ocol : Tr ans fer to human agent happens too late
- 6. Click to edit Master title style 6 OPTIMIZATION STRATEGY 6 ➢Implement Context Memory: Store and reference all customer- provided information ➢Enhance Intent Recognition: Improve ability to identify customer's true request ➢Create Flexible Pathways: Allow bot to jump between conversation flows based on needs ➢Add Confirmation Steps: Verify understanding before proceeding ➢Develop Early Escalation Triggers: Identify frustration signals to transfer to humans sooner
- 7. Click to edit Master title style 7 IMPROVED BOT RESPONSES 7 Before & After - Optimized Conversation Addressing the Actual Customer Need BEFORE: Bot: "What's your order number?" Customer: "I already told you, it's 79524.“ AFTER: Bot: "Welcome to XYZ. My name is Tara. How can I help you today?" Customer: "I need help with my order. My order number is 79524." Bot: "Thanks for providing your order number 79524. What would you like to do with this order?" BEFORE: Customer: "I need to cancel the order." Bot: "Your order is dispatched and will reach your doorstep in the next 4-7 days.“ AFTER: Customer: "I need to cancel the order." Bot: "I understand you want to cancel order #79524. I see it has been dispatched. While full cancellation isn't possible at this stage, would you like to: 1) Return it for a refund when it arrives, or 2) Speak with a customer service agent about other options?"
- 8. Click to edit Master title style 8 BETTER RESOLUTION AND HANDOFF 8 BEFORE: Bot: "For more information regarding your order, you can visit the order section of the XYZ app." Customer: "No." Bot: "Sorry to hear that. I will transfer you to an agent.“ AFTER: Customer: "I want to return it for a refund." Bot: "I've made a note that you'll return order #79524 for a refund. I'll send return instructions to your registered email. Is there anything else I can help with today?" Customer: "No, that's all." Bot: "Thank you for contacting XYZ. A satisfaction survey will follow this call. Have a great day!"
- 9. Click to edit Master title style 9 IMPLEMENTATION PLAN ➢ Update NLP Model: Train with more cancel/return examples ➢ Modify Database Structure: Create session memory for storing customer inputs ➢ Redesign Conversation Flows: Implement the new pathways shown in flow chart ➢ Add Frustration Detection: Monitor for repeated requests and negative language ➢ Test with Real Scenarios: Conduct A/B testing with actual customer interactions
- 10. Click to edit Master title style 10 EXPECTED BENEFITS ➢ R e duc e d C a ll Tra ns f e rs: 40% few er es c alations to human a g e n ts ➢ Improve d R e s olut ion R a t e: 60% mor e is s ues r es olved by the b o t a lo n e ➢ H ighe r C us t ome r Sa t is f a c t ion: Es timated 25% impr ovement in feedbac k s c or es ➢ Short e r Int e ra c t ions: Aver age c all time r educ ed by 2 minutes ➢ C os t Sa vings: $X s aved annually thr ough mor e effic ient c us tomer s er vic e
- 11. Click to edit Master title style 11 CONCLUSION ➢ The current bot has fundamental design issues that frustrate customers ➢ Our proposed improvements focus on memory, flexibility, and better intent recognition ➢ Implementation can be phased, with highest-impact changes prioritized ➢ With these changes, the AI Voice Bot can become a valuable asset rather than a source of frustration ➢ Regular monitoring and updates will ensure continued optimization