Introduction
To improve Flipkart's customer support chatbot for handling complex queries and increasing user satisfaction, we need to analyze the current system, identify pain points, and develop innovative solutions. I'll outline a comprehensive approach to enhance the chatbot's capabilities, focusing on user needs, technological advancements, and business objectives.
Step 1
Clarifying Questions (5 mins)
Why it matters: Determines the focus areas for improvement and potential AI/ML models to implement. Expected answer: Complex queries often involve multi-step order issues, product comparisons, and personalized recommendations. Impact on approach: Would prioritize natural language processing (NLP) improvements and integration with order management systems.
Why it matters: Helps identify specific areas of improvement and set measurable goals. Expected answer: Current CSAT score is 65%, with industry leaders achieving 80%+. Resolution time and first contact resolution are key metrics. Impact on approach: Would focus on improving accuracy and reducing resolution time to boost CSAT scores.
Why it matters: Determines the feasibility of implementing advanced AI/ML solutions and personalization features. Expected answer: Extensive interaction logs available, subject to data privacy regulations. Some limitations on using personal data for training. Impact on approach: Would explore federated learning techniques and focus on privacy-preserving AI models.
Why it matters: Ensures the chatbot improvement aligns with the company's overall customer support vision and technical architecture. Expected answer: Plans to implement an omnichannel support strategy, with the chatbot playing a central role in triaging and resolving queries. Impact on approach: Would prioritize seamless handoffs between chatbot and human agents, and integration with CRM systems.
Tip
At this point, I'd like to take a 1-minute break to organize my thoughts before diving into the next step.
Subscribe to access the full answer
Monthly Plan
The perfect plan for PMs who are in the final leg of their interview preparation
$99 /month
- Access to 8,000+ PM Questions
- 10 AI resume reviews credits
- Access to company guides
- Basic email support
- Access to community Q&A
Yearly Plan
The ultimate plan for aspiring PMs, SPMs and those preparing for big-tech
$99 $33 /month
- Everything in monthly plan
- Priority queue for AI resume review
- Monthly/Weekly newsletters
- Access to premium features
- Priority response to requested question