BRAINSTORMING | WIREFRAMING | PROTOTYPING | CONCEPTING | UX DESIGN | DEVELOPING | TESTING
Acknowledge is an IT company with a B2B webshop that sells hard and software. The users want an order process that can provide them with overall efficient experience. Therefore, Acknowledge wants to know how a chatbot can be used to improve this process.
At the start of this research, the webshop didn’t provide an optimal experience. By performing this research, the company wants to know how a chatbot could be used to enhance the user experience. Acknowledge wants to know how to create a better and more efficient experience for the users and the customer service.
For this project, I researched ways how a chatbot can be used for this purpose, what the functions are, how it can be used to generate efficiency and how it can be implemented. Based on the results of this, the researcher could answer the main research question: “How can a Chatbot be used for the webshop and the customer service point to provide a better way to handle the customer service needs”.
The research is divided into 5 research phases. During these phases, I used a user-centered approach and the method Dot Framework. This framework is a set of research methods that provide a way to help to solve the case. At the end of the research, it will be concluded that a chatbot can provide a solution to this specific problem. It does this by taking its place as a virtual assistant. The virtual assistant will take care of most of the questions from the users and will provide less pressure on the customer service point. This will result in more time dedicated to assisting customers with more complicated cases.
The virtual assistant itself will be implemented in the website’s chat interface so that users will be able to consult the bot during their ordering process. For the users, this will result in a faster and more efficient way to carry out their tasks and it will help them fulfill their service needs faster.
At this moment the chatbot is ready to train and ready to be implemented into the live environment. To achieve this, it would need continuous development time dedicated to it. To get more insight into data and implement analytics it is heavily recommended to connect the chatbot to the customer and product databases. This way Acknowledge will be able to monitor the performance, advance dialogues to enhance the usability and implement adaptive cards to provide the graphic visuals for the dialogues.I am very thankful for Acknowledge BV and Comaxx BV letting me do this graduation project and I am proud to say I graduated my Bachelor in ICT Media & Design at Fontys University of Applied science with success!
