Chat-Based Customer Support Efficiency

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.