Data Interview Question

Chat-Based Customer Support Efficiency

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Requirements Clarification & Assessment

  1. Defining Customer Service Quality:

    • Sentiment Analysis: Determine if interactions are positive, neutral, or negative.
    • Response Time: Measure the average time taken for responses.
    • Resolution Rate: Evaluate if customer queries are resolved satisfactorily.
    • Customer Feedback: Collect direct feedback on service quality.

  2. Data Availability:

    • Chat Logs: Access to complete chat histories between businesses and customers.
    • Surveys: Post-interaction surveys to gauge satisfaction.
    • Anonymized Data: Ensure data privacy while accessing chat content.

  3. Business Impact:

    • Sales Increase: Link quality customer service to increased sales and reduced refunds.
    • Churn Reduction: Understand how service impacts customer retention.

  4. Technical Feasibility:

    • NLP Techniques: Use Natural Language Processing for sentiment and tone analysis.
    • Data Processing: Ability to handle large datasets efficiently.

  5. Compliance and Privacy:

    • Data Protection: Ensure compliance with data privacy laws and Facebook's policies.