Dell

Project summary

While I was at Dell, I conducted research and made improvements related to their customer service department. I shadowed and interviewed customer support agents to understand how a chatbot, as well as enhanced dialogue within Dell.com’s chat window could free up time and allow agents to better assist customers with more complex problems. These customer service agents specialized in providing help for consumer laptops, monitors, and more.

Within my team, we designed enhancements to the chatbot on the customer side, as well as enhancements on the internal customer service side. Additionally, we wrote dialogue for the chatbot that would solve customer issues and direct them to customer support agents if more information was needed.