The customer service area together with the call center did not have the capacity to answer all the questions that came to them day by day and the complaints were very recurrent.

In conjunction with marketing, we collected data, surveys, and interviews to determine what were the main user questions, requests, and complaints about Caterpillar parts pricing and availability.

The main problems were slow response and waiting times, as well as loss of leads.

 Once the problem was identified, a technological solution was proposed to facilitate customer service and generate new prospects.

I researched through scientific articles and meetings with suppliers the different AI technologies to choose the one that would best suit the company's needs in terms of time, cost and scope.

 We start the conversational flow construction by designing a map of questions and answers, different conversation paths, and possible content variations.

We spent a few weeks designing Fer's personality and testing the flows of: 

- Track your spare parts orders.

- Check availability and price of spare parts.

-Answer frequently asked questions.

 As part of the development I was in charge of selecting the suppliers for the bidding and managing the bot implementation project with follow-up meetings, support in API queries for order stocks, and putting together a report for decision making. I was the link between marketing and technology, transforming functional requirements into acceptance criteria. Understanding the importance of customer needs was quite enriching and a big challenge, because I had a much more technical mindset back then. That's how I started to immerse myself more in the product world, learning about agile methodologies and how to improve the customer experience.