Designing a chatbot solution for easy tracking of last mile delivery packages

From research into Salesforce Einstein, to journey mapping and conversational writing, this project had it all!

Understanding The Problem & Solution Proposition

Last-mile deliveries can be painful at times. Many times, users are left in the dark on the status of the deliveries which results in angry calls to customer support. To reduce those calls on customer support, a popular last-mile delivery company approached the team on coming up with a solution for customers to easily keep track of their packages. 

Along with the internal teams, we had an internal discussion on proposing the use of a Chatbot. The chatbot would be built using the Salesforce Einstein – the first of it’s kind AI for CRM. While the technical team worked on the implementation side of things, the design team was looped in to look into strategising the functionality of the chatbot. 

I worked on research to understand the working of last-mile deliveries and brainstormed the multiple scenarios that could occur with the design team.We were in constant touch with the business to take in their inputs based on their experiences with customers and delivery partners. With their inputs and our list of scenarios, we put together a customer journey map highlighting the key scenarios from a customer’s point of view. 

Some of the scenarios that came up in our discussions were:

  1. Non availability of a tracking number to track a package
  2. Delivery issues with the package – in case of damaged parcels, delivery disputes or other problems
  3. Situations where customers refused delivery of packages
  4. In case if customers needed to change address or add some additional instructions to the delivery. 

Conversational Content Writing and Design

While the tech team worked on implementing the chatbot based on the scenarios we proposed, I worked on research to understand how to write conversational style of writing. Based on the research and a few further inputs from the business on how the language style need to be, I worked on developing the conversational content for the chatbot. The copy went through multiple iterations with the internal team and business before it was approved.

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