Final Projects(10/26) 9:00-11:00

Title: Developing a Conversational Agent to Improve Customer Experience

Objective:
Design a chatbot to address common customer/user questions and boost satisfaction.

Tasks:

1. Opportunity Analysis – Research an organization/process with suboptimal customer service. Identify common inquiries and pain points through surveys, conversations, reviews etc.

2. Capability Mapping – Specify chatbot features to alleviate key issues found:

· 24/7 automated assistance on popular repetitive questions

· Integration with backend systems to handle common transactions

· Natural language processing to interpret broader questions

3. Conversation Design – Script. 20 likely customer queries with ideal conversational responses optimized for accuracy and tone.

4. Chatbot Building – Use an easy drag and drop tool like Landbot/Botsify to build the chatbot conversation flows. Integrate key templates and response variations.

5. Testing – Conduct user studies by having few participants interact with chatbot prototype via roleplays. Capture feedback, observations on usability and experience.

6. Iteration – Refine script, conversation logic and tool properties based on insights from testing to boost ability to resolve customer needs efficiently.

Demo:1) Show the demo (2-3 min) in class and 2) submit slides to show conversational flows, background research performed, user testing insights, key iterations on logic/flows based on findings.

Sat. 10/19 - 9:00-10:30am (Scheduled In Person) - Class and HW2 Due (Sh

Sun. 10/20 - 10-11:30am (Remote) - Mid Term Presentation (2-3 min)

Tue. 10/22 - 7:30-9:30pm (Remote) - Class - Application of GenAl Thu. 10/24 - 5:30-7:30pm (Remote) - Class

Sat. 10/26 - 9:00-11:00 AM (Remote) - Final Presentation