Case Study

Customer Background

Our customer is one of the largest home improvement retailers in the United States with over 2000 stores and 400,000 employees across the country. They have operations spanning across the globe.

Business Challenge

As a value-add partner, Miracle had been supporting the customer in their infrastructure support team for cloud application development with a focus on asset maintenance and end user support.

Our customer wanted to,

• Provide an alternate method of support for their store level employees and thus reduce the number of support calls coming in from the stores which would allow their contact center to have complete focus on their customer's queries instead
• Create a new interface powered by Conversational AI that will allow their store employees to interact with their knowledge base and incident management system from a single pane of glass
• Allow for their Service Agents to be brought into conversations with the store employees and the chatbot while still leveraging their existing incident management system and live chat solution
• Drive lower costs per issue solved for the support center team while also improving end user satisfaction

Our Support and Solution

Miracle deployed a lean Chatbot team that assisted the customer with,

• Chatbot use case identification, feasibility analysis, dialog design and UI interface design
• Dialog Development, backend integration and Chatbot deployment to their cloud 
• Power BI based reporting for Chatbot metrics and performance markers that covered,
• Total number of chat requests initiated
• Chat abandonment percentage by queue
• Average chat duration with bot and agent
• Average wait time by queue for end user 
• Chatbot monitoring, bug fixes and enhancements 
• Development of Live Chat Agent interface using latest in web technologies

The following were a few of the chatbots that were built for the customer,

• Store Employees Self Service Chatbot - This was a chatbot built for their store employees that provides self-service access to knowledge articles(smart search), selfhelp ability to resolve store issues like connectivity, printer access and also assist in answering frequently asked questions around forms and other needs - this bot is currently performing in over 200 stores with a satisfaction rate of over 70% from end users
• Self Help Chatbot for Corporate Users - This chatbot resides on a corporate web application which serves close to 250,000 corporate users and provides self-help articles and resolutions along with a complete catalog of assets and devices that come from their central data store
• Self Service Chatbot for Service Catalog - This is another chatbot that provides an additional interface for teams to view service catalogs and requesting services from certain specialized teams; all through a conversational interface embedding into the app

Customer Benefits

Through the implementation of Conversational Chatbots, the customer achieved some of the following benefits,

• Enhancing customer experience with faster query resolution
• Freeing up human agents to focus on resolving complex queries
• Minimizing the need for human intervention to reduce the scope of errors
• Chat survey results can be compared to the after-call survey to measure user sentiment for each product type and assess its viability as well
• Be able to visualize performance of chat vs contact center metrics

Technologies Used

The products and technologies used in this effort by our team and the customer were,

• Power BI 
• Latest Web Technologies