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Customer Support Chatbot

1. Byju's customer support currently receives 26,000 calls per day, costing $70 per call on average. There is no standardized process across the 25+ contact points. 2. The new self-serve support platform aims to reduce calls and costs by providing automated resolutions for common issues through FAQs, guided self-help, and chatbots before escalating to an agent. 3. The platform will provide personalized issue recommendations and resolutions tailored for each user's subscriptions, grade level, and devices. Common issues will target the top queries accounting for 80% of calls. 4. The knowledge management system collects issue data to continuously improve resolutions

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74 views16 pages

Customer Support Chatbot

1. Byju's customer support currently receives 26,000 calls per day, costing $70 per call on average. There is no standardized process across the 25+ contact points. 2. The new self-serve support platform aims to reduce calls and costs by providing automated resolutions for common issues through FAQs, guided self-help, and chatbots before escalating to an agent. 3. The platform will provide personalized issue recommendations and resolutions tailored for each user's subscriptions, grade level, and devices. Common issues will target the top queries accounting for 80% of calls. 4. The knowledge management system collects issue data to continuously improve resolutions

Uploaded by

dhirendrapratapsingh398
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Self Serve

1
Why?

● The IRT team gets an average of 26.2k calls on a daily basis which amounts to ~2.1 attempts per PID or a
Premium Customer

● Industry benchmarks suggest calling as a channel for support being relatively higher on cost and lower on
efficiency. Each call costs the company Rs 70

● There are more than 25 contact numbers, 10 email ids and even a chat bot published across platforms for the
customer support. No standardized process

● Around 75% of the issues get resolved on the first call

● More than 50% of the calls coming to the IRT team are generic queries and complaint that needs a knowledge
management kind of solution to solve them

● Due to lack of tracking mechanism and automated communication for the customers for their issues and
transparency on issue resolution, customers are usually get irritated with the current process in place
Goals and Objectives
User goals:

● Support on finger tips


● Decrease TAT for issue resolution
● Improve discovery of relevant issues.
● Automate the service-oriented user experience
● Improve customer satisfaction

Business objectives:

● Reduce inbound calls from customer


● Optimise cost of service per customer
● Free mentor bandwidth
Support Platform
Provide a singular Help section that is used across all the platforms catering to personalized issues for relevant
users.

Help section will be used for

● Target Audience: Students, parents, paid, free, unsubscribed users


● BUs: BTLA, BTC, Byju’s Classes, Early learn, Akash Byju’s, etc
● Platforms: App 2, Learn Portal, LearnStation, Parent zone, Byjus.com, Mentor connect
Query resolution structure

🙋 Company info

Product info
Customer
Resolution
Query
Customer data

Customer input

Issue resolution process

● A set of issues will be shown to the user. The issues shown will be personalized based on: type of
subscription, current life cycle of the user, grade, logged in/out and platform used
● Each query has a predefined resolution model. There are 4 resolution models for each query; L0,
L1, L2 & L3
● Goal is to provide instant resolution and with 0 human interaction
○ Fallback option is to speak with a IRT agent
○ If resolution can’t be provided on the spot, a ticket is raised with a predefined TAT and
escalation matrix and a platform is provided to user to manage open tickets
Resolution types

Resolution Type

L0 - Q&A L0 resolution types provide info upfront (think FAQs) and are
the first line of defence in the resolution funnel

L1 - Do It Yourself L1 resolution type is like L0 but instead of serving up the


answer, guides user to the relevant section on app
User Query
An automated flow of interaction with user and resolution is
L2 - Chat bot
provided based on user provided context

L3 - Chat Customer interacts directly with an agent (chat, call or call


back) to get resolution of query
Resolution types

Low cost Less time Automated

L0 - FAQs

L1 - Do It Yourself

L2 - Chat bot

L3 - Call

High cost More time Manual


Support Platform UX - Home

1) Search all queries


2) Personalised recommended
queries

3) Query categorisation

4) Browse query listing


Support Platform UX - Home

1) Search all queries


2) Personalised recommended
queries

3) Query categorisation

4) Browse query listing


Support Platform UX - L0 and L1 (FAQs & DIY)
Key L2 (Chatbot) Issues for Grade 4-12 (May)
Issues

Issues with my order


Top 12 issues account for ~ 80% of IRT calls
Issues with my tablet

Need Pin

Account expired

Unable to join class

Change my grade

Unable to login

EMI related issues

Where is my study plan

Issues with SD card

Batch change

Change Profile Details


Support Platform UX - L2 and L3 (Chatbot & Agent Chat)
Support Platform UX - Raise & View Issues
Support Platform - KMS

https://docs.google.com/spreadsheets/d/1yynsBePdxhZ4X7kyBE_OktY37Fx5bhJZ-_9_mGsmP_I/
Top K3 issues (July)
Customer Issue # of calls % calls Resolution Type Issue category

How to XYZ… 1,294 18.1% L0, L1, L2 My Programme

Subscription expiry issue 968 13.5% L0, L2 Profile and Sub.

DBEL application related issues 909 12.7% L0 Technical Issues

Workbook not scanning 597 8.3% L0, L2 Technical Issues

How to Switch grades 530 7.4% L0, L1, L2 Profile and Sub.

App installation relates issues 470 6.6% L0,L2 Technical Issues

PIN relates issues 620 8.7 L2 Profile and Sub.

DBEL application related issues 274 3.8% L0 Technical Issues

Issues with my tablet 209 2.9% L0 Technical Issues

How to use BYJU’S maths 111 1.6% L0 My Classes

Issues with my tablet 103 1.4% L0 Technical Issues

DBEL application related issues 97 1.4% Technical Issues

Issues with BYJU’S maths 100 1.4% L0 My Classes

Wizpen related issue


Help from Early Learn team

● Get the list of How to questions


● Get the priority wise list of FAQs that will go to support page
● Review the resolution flows
○ Wizpen related issue
○ BMaths related issue
○ Content mismatch
○ Issue with app installation
○ Workbook not scanning
● Difference between Learnstation and Lenovo tablets and features
○ Issue resolution process for both the tabs
● POC

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