Column Column
Target release February 1, 2023
Epic Customer Service Revamp
Document status DRAFT
Document owner I Putu Cahya Adi Ganesha_Work
Designer @True_Fast
Tech lead @Virtussian_Elegance
Technical writers @Amber_Alert
QA

🎯 Objective

The process of answering users enquiry are done manually for current version of the application, this is done via WhatsApp a third party application meant for communication purpose between users and customer services.

For improving enquiry response times and human resource optimization this feature also aims to improve overall users view on the application by answering their inquiries as fast possible.

📊 Success metrics

Goal Metric
Increase users satisfaction for answering users enquiry User reviews, platform specific metrics.
Remove some workload on Customer Service Number of active ticket request

🤔 Assumptions

🌟 Milestones

🗒 Requirements

Requirement User Story Importance Jira Issue Notes
The bot answer to user enquiry must be relevant to the questions being asked. John is a new user of SleepBox application, he wanted to ask an additional info regarding the SleepBox product offering to the AI powered chat bot, he expects his answers to be answered as soon as possible.
Acceptance Criteria:
  1. Response time of the chat bot must be on a certain range.
  2. The relevancy of the answer vs the questions being asked. | HIGH | | | | The bot answer to user enquiry must be relevant to the question being asked. | Tony would like to ask something technical about the problem he encountered while using the application, he expect the answers the bot provides relevant answers to the problem. Acceptance Criteria:
  3. The relevancy of the topic that the answers proposed must be relevant. | HIGH | | |

🎨 User interaction and design

Flows

  1. Current flow

  2. Expected chat flow

Mockup Designs