Chatbot Content – Noel Leeming

Background & Challenge: In March 2020, as New Zealand went into the first COVID-19 lockdown like many other parts of the world, customer care centres across industries were bombarded with calls and enquiries. Faced with the same problem, Noel Leeming, one of the country’s leading consumer electronics retailers, was looking for ways to take the pressure off their support teams.

Insight: A bulk of the calls the customer care teams got included common queries that could be resolved without human intervention.

Idea: Train a chatbot to take over many of the simple queries customers have.

Execution: Multiple internal teams and Ambit, a chatbot development company worked in collaboration on this project. Since the number of calls was increasing by the day, we had a really short timeline to get the project up and running. We used Agile frameworks to push conversations live and made improvements as we went along.

My Role: As a digital copywriter at The Warehouse Group (the parent company of Noel Leeming) at the time, I was roped in to write the conversations that Nola would have, and help add them to the Ambit platform where the actual brain of the chatbot was. The latter part was crucial as it ensured the bot's confidence with handling utterances improved over time.

Results: As with other artificial intelligence interventions, this automation too produced some efficiencies for the business. After-hours conversations went up by 39%, upsells increased 2.2x, and the project had an overall 16x return on investment.

TL;DR: Chatbot content development & training for this leading consumer electronics retailer in NZ