poc document Jewellery shop

 Document control
Date 01-02-2024
Version 1
Prepared by:- prashanth l
Approved by:- harish sir
Approved date:-

 Introducation
prashanth wants to address the challenge of handling customer queries efficiently. The current
issue is that he cannot manage the large volume of queries coming through phone calls. The
goal is to develop a Proof of Concept (PoC) that tests solutions to handle these queries
effectively, enhancing customer experience and business operations

High Volume of Queries

 Scope and objectives

Chatbot Integration

Implement a chatbot to handle common customer queries on the website and social media
(e.g., WhatsApp, Facebook Messenger).

 Key Features:
o Basic query handling (e.g., product details, store hours, delivery policies, etc.).
o 24/7 availability for simple inquiries.

AI-Based Query Categorization and Routing

Use AI to categorize and route customer queries to appropriate teams or departments.

 Key Features:
o Automatically analyze and classify queries (e.g., sales, returns, product
questions).
 o Route tickets to the correct team for timely responses.

3. Customer Service Dashboard

Develop a centralized dashboard to monitor and manage incoming queries.

 Key Features:
o Ability to track, prioritize, and assign queries.
o Monitor query resolution times and assign queries to the relevant team members.

4. Self-Service Portal

Create a self-service portal for customers to access FAQs, track orders, and resolve
simple issues.

 Key Features:
o FAQ section for common customer questions.
o Order tracking feature for customers to check the status of their purchases.

5. Testing and Evaluation (PoC Phase)

Evaluate the performance of the automated system through real customer interactions
before scaling it.

 Key Features:
o Collect customer feedback on chatbot interactions, the self-service portal, and
overall experience.
o Monitor metrics like response time, query volume reduction, and customer
satisfaction.

Are we can do this

 Full replacement of human customer service agents.

Objectives

 Automate Routine Queries: Implement a chatbot and AI-driven systems to handle common
customer inquiries, freeing up time for staff to focus on more complex tasks.

 Improve Customer Satisfaction: Provide faster, more consistent, and 24/7 access to
information, ensuring customers receive timely and accurate responses to their queries.
 Optimize Resource Allocation: Reduce the strain on customer service representatives by
automating repetitive tasks, leading to better resource management and cost savings.

 Enhance Business Growth: Enable Prashanth to scale the business more efficiently by
handling a higher volume of customer interactions without increasing operational complexity

 Business needs

Efficient Query Management

Scalability of Customer Service

24/7 Customer Support

Consistent and Accurate Responses

Cost Efficiency and Resource Optimization

Improved Customer Experience

Better Customer Insight and Analytics

Competitive Advantage

Increased Sales and Conversion

Simplified Operational Management

Methodology

We are use agile as model on the basis of business

Faster Iteration and Feedback

 Benefit: Agile allows for faster development cycles with short sprints, meaning that small
portions of the system (e.g., chatbot, self-service portal, AI categorization) can be developed,
tested, and improved upon quickly.
 Why: This ensures that Prashanth can see early results and gather feedback, allowing
adjustments to be made early in the process. By getting feedback from real users during each
sprint, the team can continuously refine the system.

2. Flexibility to Change

 Benefit: Agile is highly adaptable to change. If Prashanth’s business needs evolve, or if customer
feedback suggests new features are necessary, changes can be incorporated without derailing
the entire project.
  Why: This is particularly useful when building customer-facing systems like chatbots and
dashboards, as customer preferences and expectations might change during development.

3. Continuous Improvement

 Benefit: Agile focuses on continuous improvement and encourages regular retrospectives after
each sprint to discuss what worked, what didn’t, and how to improve.
 Why: This ensures the project is always evolving and getting better, which is essential in a
dynamic business environment where customer needs and expectations are constantly shifting.

4. Early Problem Detection

 Benefit: Agile promotes frequent testing and review, which helps detect problems early before
they become larger issues.
 Why: For example, if a chatbot isn’t performing well or AI categorization isn’t accurate, issues
can be detected early in the development process and addressed right away.

5. Increased Collaboration

 Benefit: Agile encourages constant communication and collaboration among all stakeholders,
including Prashanth, his team, and any external developers.
 Why: This ensures that the project stays aligned with business goals, allowing Prashanth to
provide input frequently and making the project more aligned with the business's actual needs.

6. Customer-Centric Approach

 Benefit: Agile promotes regular feedback from end-users (customers) to validate assumptions
and improve the product continuously.
 Why: In the case of a customer query automation project, receiving feedback from customers
on chatbot functionality or self-service features will help refine and optimize the user
experience.
o Stake holders and involvement

Project owner –owner and spononer

Business analyst-bridge b/w team

Scrum master-faciliting the need

Project manager-manage the team and bugeting hiring

Technical team-responsible for leading and guiding

Project archite-responsible for desiging

Dev-develops the requirements

Data base team- no need

Support team-sloving the endure issues

Future communication

Budget and resource plan

 Summarization and recemendations

This project aims to develop a Proof of Concept (PoC) to automate customer support for
Prashanth's jewelry business. The key challenge being addressed is Prashanth’s struggle to
handle a high volume of customer queries through phone calls

The proposed automated customer support solution has the potential to significantly enhance
Prashanth’s jewelry business by streamlining customer service processes, improving response
times, and allowing for scalable growth. By focusing on key areas such as AI accuracy,