AI-powered customer support chatbot

Chatbots and user support

European Parliament

Use case ID: 015

Author: European Parliament

Date: 14 May 2024 

Objective:

Provide 24/7 customer support and improve response times using an AI-powered chatbot. 

Actors:

  • Customers seeking assistance
  • Customer support team
  • AI chatbot system 

Prerequisites:

  • Existing customer support knowledge base
  • Integration with the customer support ticketing system
  • Trained AI model for natural language understanding and generation

Scenario:

  1. The customer initiates a chat session with the AI chatbot.
  2. The AI chatbot greets the customer and asks how it can assist them.
  3. The customer describes their issue or question.
  4. The AI chatbot analyses the customer’s input and searches the knowledge base for relevant information.
  5. The AI chatbot provides a helpful response to the customer’s query.
  6. If the AI chatbot is unable to fully resolve the issue, it escalates the conversation to a human customer support representative.
  7. The conversation is logged in the customer support ticketing system for future reference and analysis. 

Alternate flows:

  • If the customer’s issue is complex and requires human intervention from the start, the AI chatbot immediately transfers the conversation to a human representative. 

Expected results:

  • Customer satisfaction is improved through faster response times and 24/7 availability.
  • Workload for human customer support representatives is reduced.
  • Common customer enquiries are handled more efficiently. 

Potential challenges:

  • Ensuring the AI chatbot provides accurate and relevant responses
  • Handling complex or unique customer issues that may not be covered in the knowledge base
  • Maintaining a natural and engaging conversation flow 

Data requirements:

  • Customer support knowledge base (FAQs, product information, troubleshooting guides)
  • Historical customer support conversations for training the AI model
  • Real-time customer interactions with the chatbot 

Integrations with other systems:

  • Customer support ticketing system
  • Live chat platform
  • Analytics and reporting tools 

Success metrics:

  • Average response time
  • Customer satisfaction scores
  • Percentage of issues resolved by the AI chatbot without human intervention
  • Reduction in support ticket volume for human representatives

 

The Use cases for AI in parliaments collection is published by the IPU’s Centre for Innovation in Parliament as part of the Parliamentary Data Science Hub’s project to create guidelines for AI governance in parliaments.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International licence. It may be freely shared and reused with acknowledgement of the author and the IPU. 

A use case describes how a system should work. It is used to plan, develop and measure implementation. A use case is not the same as a case study, which is a descriptive text of an actual project’s implementation. Please note that this use case is provided “as is” and neither the IPU nor the author accepts any responsibility for its use.

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