· 2 min read
Customer Support Chatbot for a Food Delivery Marketplace
A multi-channel chatbot that enhances customer support for food delivery marketplaces, ensuring faster issue resolution, higher retention, and round-the-clock assistance.
Problem
Albatros Services, a solutions provider for a leading fast-food group in Central America, needed to enhance customer support for its client’s extensive user base. The fast-food industry demands quick, personalized responses to inquiries, seamless order updates, and efficient handling of complex issues to meet high customer expectations.
Solution
To address these needs, a chatbot named Samantha AI was integrated into Albatros Services’ client’s food delivery platforms. Samantha AI provided real-time support for order status, refunds, and promotional queries while ensuring smooth escalation for complex issues.
The project began with a two-week discovery phase to map conversation flows and align the chatbot’s functionality with customer needs. Initial development on Google Vertex AI established core natural language understanding (NLU) capabilities. To enable personalized interactions, such as capturing customer details, the project transitioned to Google Dialogflow CX, which provided greater flexibility for managing customer-specific data.
Tools Used
- Google Vertex AI: Laid the foundation for responsive customer support with NLU.
- Google Dialogflow CX: Enabled personalized interactions and improved order management and escalation workflows.
- Twilio & WhatsApp: Provided seamless integration for real-time customer communication, ensuring accessibility and convenience.
Outcome
Samantha AI improved response times, streamlined interactions, and enhanced customer satisfaction for Albatros Services’ fast-food client. Through WhatsApp integration, the chatbot delivers 24/7 support, allowing customers to resolve issues quickly and efficiently.
Future updates will include advanced features like detailed order tracking and sentiment analysis to prioritize escalations based on customer tone and urgency. Samantha AI demonstrates how AI-driven solutions can elevate customer service standards, helping Albatros Services’ client stay competitive in the fast-food delivery industry.
