Chatbot Return Subintents

Overview

Allowing customers to request a return label through your chatbot provides an efficient user experience. By using a chatbot to handle return label requests, customers can quickly and easily initiate the return process without having to navigate through multiple pages on the website or contact customer support.

Problem

Wayfair customers use the chatbot to initiate or get information about post-purchase tasks, such as returning an item. Prior to my creation of this subintent, customers did not have a full self-service experience directly from the chatbot. Instead, the interaction ended after the chatbot served up a link to the return request and a short version of the return policy.

Approach

After analyzing a log of customer utterances, I determined that customers most often need additional help with printing a return label, learning the expanded return policy, and finding out more about refunds.

Solution

I created 3 new subintents to address the most common customer questions related to returns. Each intent has clear direction and a link to the Wayfair Help Center where appropriate. Additionally, I included a validation question at the end of the flow so we can gather data about the accuracy of the chatbot model.