ITIM PROJECT OUTLINE

Topic- Automation of Coca Cola’s Customer Service using RPA

Group Members- 1. Chirag Wadhwa(2k20/UMBA/09)

2. Rishabh Gupta (2k20/UMBA/32)

Brief:

After sales services is one of those aspects which plays a pivotal role in customer’s satisfaction and
customer retention. It not only helps in building Customer loyalty but also brand image. Despite
having such a significant importance, many well-established companies fail to understand its
significance.

One such company is Coca-Cola, an American multinational beverage corporation. Being a victim of
their poor customer service right from the registering a complaint to getting it resolved, We have
taken this opportunity to resolve the registration process of a complaint by replacing their
conventional, fixed time grievance portal by an automated, 24/7 portal.

This will/can be done by deploying a chatbot which will help customers to register a complaint
without any hassle.