AI-Powered Chatbot
Instacart, 2024- Present. Because this is an ongoing project I’m unable to publicaly share more details. If you’re interested in learning more please reach out to me directly!
Background.
Millions of people rely on Instacart to fulfill their grocery needs. While our demand is growing so are our support costs. Currently, 1 in 11 orders results in an issue where human agents are needed to resolve. This process involves frustrating wait times and can be costly to maintain. The hypothesis is that an AI powered chatbot will help us keep our support costs down while helping our customers self serve faster.
Customers often go to Reddit and other internet forums to rant about bad support experiences
Data & Research
80% of customer issues can be traced back to 4 main topics
Missing items, delayed deliveries, refund questions, or membership inquiries are the top asked questions with the remaining 20% being mostly uncateogorized.
Agents are often wrong
In customer interviews we uncovered that support agents often misquote policies and the lack of consistent answers frustrate customers.
Help needs context
Standard static help center answers aren’t helpful as most users have questions about their specific scenario (ex: my order is missing)
