Scope of Work: AI Customer Support Chatbot powered by ChatGPT 4
1. Project Overview:
This project aims to develop an AI-powered customer support chatbot to enhance customer experience across our Android app, iOS app, and popular social media platforms like Facebook Messenger, Instagram, TikTok, WhatsApp, and WeChat; there is also a website integration but not in highest priority (better to have). The platform will leverage ChatGPT 4's advanced language processing capabilities to provide efficient, accurate, and personalised support.
2. Project Deliverables:
AI Chatbot Engine:
Based on fine-tuned ChatGPT 4 model for customer support scenarios.
Ability to understand diverse customer queries and intents.
Generate informative and natural language responses addressing inquiries.
Access and process relevant customer data for personalised support.
Integrate with internal knowledge base, FAQs, and support ticket systems.
Multi-Platform Support:
Seamless integration with native chat interfaces within Android and iOS apps.
SDKs or APIs for embedding the chatbot into Facebook Messenger, Instagram, and WhatsApp.
Consistent user experience across all platforms.
Conversation Management:
Ability to handle multi-turn conversations and maintain context.
Offer escalation options to human agents for complex issues.
Proactive resolution suggestions and troubleshooting guides.
Knowledge Management:
Easily transfer knowledge to chatbot with content files and web links
Method to transfer faq from App and other sources to App faq page
Customization & Branding:
Integrate chatbot design with existing app and platform aesthetics.
Branding customization options for personalised appearance.
Support for multiple languages based on user preferences.
Analytics & Reporting:
Track key metrics like chatbot usage, resolution rates, and customer satisfaction.
Generate reports for analysing chatbot performance and identifying improvement areas.
Monitor and address potential biases in chatbot responses.
Multiple languages:
English, Spanish, Chinese, Hindi, Korean, Japanese, Filipino, Vietnamese, and more.
3. Implementation Timeline:
Project duration: [Estimated time frame based on project complexity]
Key milestones and deliverables will be defined within the project plan.
4. Team & Resources:
Provide details on the required team composition and expertise (e.g., AI developers, NLP specialists, UI/UX designers).
Specify any software, hardware, or third-party tools involved (e.g., cloud infrastructure, API integrations).
5. Costs & Budget:
Outline the estimated project cost breakdown including development, resources, and tools.
The payment schedule will be defined based on agreed milestones.
6. Acceptance Criteria:
Define clear criteria for testing and approving each project deliverable.
User acceptance testing (UAT) will be conducted with real users on all platforms.
Performance benchmarks and accuracy thresholds will be established.
7. Terms & Conditions:
Include standard terms and conditions for project execution, intellectual property rights, and warranty.
Additional Considerations:
Data privacy and security compliance with relevant regulations.
Addressing potential chatbot biases and ensuring fair treatment of all users.
Ongoing training and improvement of the chatbot model based on user feedback and data.
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