Step 1 Read the scenario in the handout. Highway Bytes Scenario You are director

Question

Step 1

Read the scenario in the handout.

Highway Bytes Scenario You are director of customer services at Highway Bytes, which markets a series of small, handlebar-mounted computers for bicyclists. These Cycle Computers do everything, from computing speed and distance traveled to displaying street maps. Serious cyclists love them, but your company is growing so fast that you can't keep up with all customer service requests you receive every day. Your boss wants not only to speed up response time but also to reduce staffing costs and allow your technical experts the time they need to focus on the most difficult and important questions.

You've just been reading about automated response systems, and you quickly review a few articles before discussing the options with your boss. Artificial intelligence researchers have been working for decades to design systems that can actually converse with customers, ask questions, and respond to requests. Some of today's systems have vocabularies of thousands of words and the ability to understand simple sentences. For example, chatterbots are automated bots it can actually mimic human conversation.

Unfortunately, even though chatterbots hold a lot of promise, human communication is so complex that a truly automated customer service agent could take years to perfect (and may even prove to be impossible). However, the simplest automated systems are called autoresponders, or on-demand e-mail. They are fast and extremely inexpensive. They have no built-in intelligence, so they do nothing more than send back the same reply to every message they receive.

You explain to your boss that although some of the messages you receive require the attention of your product specialists, many are simply requests for straightforward information. In fact, the customer service staff already answers some 70% of e-mail queries with three readymade attachments:

• Installing your Cycle Computer. This attachment gives customers advice on installing the Cycle Computer the first time or reinstalling it on a new bike. In most cases, the computer and wheel sensor bolt directly to the bike without modification, but certain bikes do require extra work.

• Troubleshooting your Cycle Computer. This attachment provides a step-by-step guide to figuring out what might be wrong with a malfunctioning Cycle Computer. Most problems are simple, such as dead batteries or loose wires, but others are beyond the capabilities of your typical customer.

• Upgrading the Software and Your Cycle Computer. This attachment tells customers how to attach the Cycle Computer to their home or office PC and download the software from Highway Bytes.

Your boss is enthusiastic when you explain that you can program your current e-mail system to look for specific words in incoming messages and then respond, based on what it finds. For example, if a customer message contains the word installation, you can program the system to reply with the Installing Your Cycle Computer attachment. This reconfigured system should be able to handle a sizable portion of the hundreds of e-mails your customer service group gets every week.

Step 2

Generate a list of keywords.

Use a word processor to generate a list of keywords that you want your email system to look for. You need to be creative and spend some time with a thesaurus. Identify all the words and word combinations that could identify a message as pertaining to one of the three subject areas. For instance, the word, attach, would probably indicate a need for the installation, whereas new software would most likely suggest an upgrade attachment.

Step 3

Create three emails.

Draft three short email messages, one to accompany each of the ready-made attachments explaining that the attached document answers the most common questions on a particular subject (installation, troubleshooting, or upgrading). Your messages should invite recipients to write back if the attached document doesn't solve the problem; and don't forget to provide the email address they should use: support2@highwaybytes.com .

Step 4

Draft another email.

Draft a fourth message to be sent out whenever your new system is unable to figure out what the customer is asking for. Simply thank the customer for writing and explain that the query will be passed on to a customer service specialist who will respond shortly.

Step 5

Save and submit your assignment.

When you have completed the assignment, save a copy for yourself in an easily accessible place and submit a copy to your instructor using the dropbox.

Explanation / Answer

Keywords:

Installation: New, Purchased, Upgrade, installation, first time, bought new, just delivered

Troubleshoot: problem, issue, difficulty, struggling, breakdowns, not working, poor performance, pain, struggling

Upgrade: improve, better, esclaesc performance, make adorable, second, old user, useto

Emails

For installation:

Dear Customer,

Congratulations for being proud owner of our cycle computer system.

Installing the computer to your bycycle is a simple task and only step between you and your good health.

Kindly follow the following simple steps explained in attachment to install computer system to your bycycle and start living healthy life.

Kindly do get back to us in case any difficulty on email ID: support2@highwaybytes.com .

Happy Cycling.

Email for troubleshooting:

Dear Customer,

We are sorry to know your bycycle computer system is having some problem.

We are attaching a step by step guide that will solve most of the issue you are facing.

In case your problem still remains unresolved kindly get back to us on email id: support2@highwaybytes.com.

We assure you of our prompt attention.

Regards,

Email for Upgrading:

Dear Customer,

We bestow seasons greetings. We are delighted to know you are upgrading our bycycle computer system.

In the document attached with this email detail description is given that will help you to upgrade the system. We hope the attachment Will solve most of your requirements, yet something remains unresolved don't hesitate to mail us on support2@highwaybytes.com.

Enjoy good health!

Support Team.

Fourth email:

Dear Customer,

We have received your email for customer support and we are determined to help you promptly.

Our customer service team will get back to you shortly and fullfill your requirements.

Looking forward for an amicable relationship.

Regards,

Support Team.

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