EXECUTIVE SUMMARY

The report emphasizes finding and handling the complaint of their regular customers on the web shop
which sells very high-quality construction and safety products. The report also describes the system so-
called customer relationship management [CRM] which is to be implemented over the system and later
on improve the customer service process besides their existing two-way system of interaction with
customers, either by email or via telephones. Within the report, there is a detailed explanation of the
flowchart where customer complaints are handled properly and their implementation within the system,
advantage, and disadvantage of implementing Chatbots and its risk within the system is elaborated within
the report.

INTRODUCTION
Customer engagement (CRM) is the means by which a firm or other institution handles its client
relationships, generally through the analysis of huge amounts of information. A customer relationship
management (CRM) platform is a piece of software that allows businesses to manage client contacts,
store data about them, and automate a variety of tasks related to a customer's journey through the
marketing and sales funnels. In order to improvise CRM, each and every sales company tends to
implement the use of Chatbot within their website. A chatbot, also known as a chatterbot, is a piece of
software that undertakes a web chat dialogue using message or text-to-speech in location of
communicating directly with a viable human agent. A chatbot is a part of technology that helps clients by
computerizing dialogues and interacting with them through social media platforms.

BODY
BPMN stands for Business Process Modeling Nomenclature, which is a flowchart method for simulating
the actions of a proposed business method from the start. It is an important part of Business System
Integration because it graphically illustrates the succession of company processes and data streams
required for completing a procedure. Its goal is to create models that show how to increase the efficiency,
report for new conditions, or achieve a competitive benefit. In recent years, the strategy has undergone a
centralization thrust, and it is now known by a new username: Business Process Concept and Numerals,
still abbreviated as BPMN. It's not the same as the software development dialect Unified Modelling
(UML).

BENEFITS
At its most basic stage, BPMN is designed to help respondents and other decision makers in an
organizational processes comprehend through a convenient graphic representation. At a subconscious
way, it's aimed at people who will produce the products, providing enough detail to assure proper
execution. It establishes the basic vocabulary for all interested parties, technological and non-technical,
including industry experts, procedure attendees, supervisors, and especially in software, and also external
workgroups and specialists. It should, in theory, bridge the gap among procedure aim and execution by
offering enough specifics and clarification into the series of commercial activities. The flowcharting can
be much easier to comprehend than recount text. It facilitates teamwork and coordination in order to
achieve the objective of an effective method that yields a high-quality outcome. It also aids
correspondence, resulting in XML (Extensible Markup Language) necessary documentation to work
continuously. BPEL or BEPEL4WS, which stands for Business Process Vocabulary for Web
Applications, is one of the most important XML standards.

A Chatbots is a software application or a computer simulation that uses text or voice interfaces to
replicate human communication or "chatter."
Individuals in both B2C and B2B scenarios are progressively using Chatbots virtual assistants to
complete simple tasks. Introducing Chatbots assistants lowers administrative costs, better utilizes support
staff time, and allows businesses should provide customer assistance when live agents are unavailable.
Chatbots can be empty or static analysis, and their sophistication varies. Ungoverned Chatbots view each
conversation as though it were with a new customer. On either side, stately chatbots can assess past
interactions and analyze insights that lead. Integrating a chatbot into a guidance or business operations
requires little or no programming. Many chatbot support assistants can help companies develop dialogic
UI for third-party business software. Selecting the perfect natural language (NLP) engine is a crucial step
in the chatbot installer. A language processing engine is needed if the user interacts with the bot via tone,
for instance.
Not only do customers' experiences improve when they receive support from a chatbot on their terms, but
so do your KPIs. For example, as the number of self-serviced resolutions grows, so does the amount of
money you save. You may compare the cost of a human resolving an issue against the cost of a bot
handling the engagement right away. This degree of operational efficiency saves your company money
while significantly reducing handle and response times. Increased ticket volume, creation, timing, and
efficiency indicators all imply improved customer encounters. Your firm may experience an increase in
the number of resolutions and, as a result, the resolution rate, if a chatbot promptly resolves client
complaints. When clients can fix their problem via a chatbot, your first contact resolution rate improves.
When an issue is resolved on the first try, there are fewer open tickets, a smaller backlog, and a lower
escalation rate. An increase in each of these indicators indicates that customers are happier and more
satisfied. Agent burnout and churn can be reduced in a number of ways with next-generation Chatbots.
The first method is to reduce monotony. Chatbots can reduce the need for customers to contact customer
support for issues that they can resolve on their own. Customers can reset their passwords and
troubleshoot trivial issues that normally overwhelm agents with an AI-powered chatbot. The removal of
these tedious processes leads to our second point: reducing agent workloads. By releasing agents from
routine chores, they may devote more time to assisting consumers with more difficult challenges. Not
only does this increase employee satisfaction, but it also improves customer satisfaction with support
workers.
Advantages of Using Chatbots
1. Customer care that is quicker
There's no denying that chatbots could save your squad a lot of time. Because chatbots can be
coded to respond to simple queries, your employees can start concentrating on more difficult
matters that your consumers may be experiencing.
2. Continually accessible
One of the benefits of chatbots is that, unlike living beings, they can listen to customer queries at
any time without incurring additional costs. Your bot can talk to customers instantaneously with
24/7 chat functionality, eliminating the need for them to contact your support staff during work
time.
3. Communicative advertising is encouraged.
The majority of customers prefer to get an instant answer to their questions. A chatbot allows
users to transact with your location without needing an equal human to supervise the dialogues.
Instead of scrolling via your webpage to know the solution taken by individual, or filling out a
contact information to take a message or messaging at a future stage, a chatbot means allowing
users to participate with your location without needing an actual person to supervise the
discussions. While nothing demolishes human contact, a bot can fill in until an assistance or sales
representative is available, and it can do it in such a way that is straightforward and consistent
with your firm's tonality. The chatbots supplied by Manychat and Intercom are a great example of
this. Manychat is great for Facebook Chat advertising, and Intercom is great for chat session on
your webpage.
4. Assists in the management of customer queries
A chatbot can assist you if you receive thousands and large numbers of customer queries that are
usually simple to react to. A chatbot has no limit to the number of consumers it can serve,
allowing your support team to concentrate on more complicated queries.
Cons of the chatbots
1. Don't Know How to Communicate in Speech Recognition
Bots have come a long way, but they still can't replace the organic flow of human discussion.
Colloquialism, misspelled words, and sarcastic are frequently misunderstood by chatbots because
they are still unable make adjustments their vocabulary to complement that of beings. This
implies that chatbots can't be used against community and deeply personal platforms like
Facebook and Instagram. This causes a hiccup for the bot and prevents your client from receiving
the quick service they expected.
2. Not Emotional or Individualized
Bots will not handle customer complaints with customization or feelings, which is a major turnoff
for many clients. Clients want their grievances to be encountered with compassion, particularly
when they are having problems with a business or service. If a discussion doesn’t represent a
particular route, the bot doesn’t have the confidence to try new things and did lack personal
touch, thus leading to a bad customer satisfaction.
3. Greater Misreading Ability
One of the major downsides of chatbots is that they can't always help when an user's concern isn't
completely obvious or too precise. Chatbots are prepared to respond to queries with replies that
can be did find in the bot's dataset, so if a client wants to know that isn't on that list, the bot will
presumably be confused and instead will go in groups seeking to comprehend the inquiry
(frequently to no apparent benefit), or will be left without a reply. In either particular instance,
this is a poor customer encounter that can harm your image of the business.
4. It Must Be Retained
Chatbots must be optimized on a regular basis to ensure that they are providing accurate
information to the clients and normative models your product. You'll have to keep updating your
bot as your user needs and company prioritization shift, which will necessitate a review of past
bot dialogues to define basic questions your bot obtains. Clients will realize if you end up leaving
your bot to its own gadgets, and your user satisfaction rank will endure.
5. Installing it is costly.
Although you may save money on salary, a sophisticated chatbot will set you back a lot of
money. Each type of company requires its own insertion, and while low-cost alternatives may
appear trying to appeal, they often come with free version. As a result, as the chatbot evolves to
satisfy the levels of care your customers demand, your expenses will start rising.
6. Feature is restricted
Simple inquiries that can be addressed with factual data were the inspiration for chatbots.
Because chatbots have constrained answers, they are unable to respond to multi-part or decision-
making questionnaire. This frequently results in your shoppers being left without a remedy and
having to go through new measures to consult your customer services.
Companies can save money by using Chatbots instead of hiring human resources. Various Chatbots, like
people, may perform a wide range of duties for consumers, from simple consultation to completing
purchases and bookings.
Chatbots respond quickly and directly. They can match requested data with a data base in a little over a
second and display the result in less than a second. They don't waste time guessing, searching, or opening
many internet tabs the way people do.
They can also multitask and hold multiple conversations at once, eliminating the need for customers to
wait in lines, which they despise. Prompt responses contribute to a positive user experience and client
satisfaction.
Chatbots are created to communicate with humans, who, unlike bots, prefer to infer meaning from their
utterances. Even AI Chatbots find it difficult to identify sarcasm, irony, and comedy despite dealing quite
well with typical, uncomplicated topics by delivering speedy and exact answers. They believe all words
are true and are unable to read between the lines.
Chatbots work successfully as long as the conversation follows the algorithm that has been pre-
programmed. However, web developers will never be able to anticipate all such scenarios. As a result,
when a chatbot encounters an unpredictable behavior circumstance, it becomes perplexed.
A chatbot is not a one-size-fits-all solution, and it is not suitable for all types of enterprises. Chatbots are
a good fit for businesses that provide services like taxi, food delivery, hotel room booking, ticket sales,
retail trade, and others where consumer requests are mostly predictable and templated.

Consider what you want to accomplish. Make sure your bot and your customer can communicate
effectively. User Integrity should not be ignored. Define when a customer will be connected to a member
of your team at all times. Even if your bot is already live, keep adding responses and natural language
capabilities. Don't forget to include your brand's tone of voice in your bot. Start conversations with
common phrases.

Because chatbots are only computer applications, they seem unable to grasp the insight into user
conversations, they have a high false positive rate. As a result, the percentage of imprecision is high, and
satisfied customer is lesser.
The problem of confidence: Gratitude to sophisticated machine learning, chatbots will become
progressively adept at mimicking human conversations. Though it makes it appear to be a gain, it also has
a disadvantage: attackers can easily create bots to convince users to share extremely susceptible private
information.
Bots can be overly mechanical: Chatbots are which was before by programmers and therefore can
manage user enquiries if the conversation flow is followed correctly. Whenever something unusual
happens which was not anticipated, the performance suffers.
Risks of using common online protocols: While Chatbot has a lot of new features, it also has a major
drawback in that it uses open internet protocols, which can be targeted by skilled hackers.
Probable misunderstandings influencing purchasing decisions: a major benefit of bots for buyers is that
they can be allowed to check products in the chat window itself rather than going to online portals, which
can lead to probable misunderstandings influencing purchasing decisions.
Job openings at the entry level are being devoured: Because Intelligent Chatbots are programmed with the
most up-to-date Artificial Intelligence assistance, they can do tasks considerably faster than human
workers, increasing business efficiency. Chatbots are taking the place of humans, posing a major threat to
those in low-level employment.
CONCLUSION
Chatbots, in principle, are a helpful and desired innovation geared at making customer journeys easier.
They have a lot of flaws right now, but as a potential industry, they will be modernized and will have
their capacities enhanced. Chatbots are increasingly being used by eCommerce companies to bridge the
gap between online and offline interactions. Digital marketing is not only data-driven, but also
experience-driven, which means that using chatbots to have great interactions with your consumers can
help you retain customers and increase sales. Scientists will undoubtedly continue to develop their
technologies, particularly AI chatbots. Artificial intelligence is gaining a lot of traction these days, and it's
progressing quickly, with chatbots being one of the most popular applications. More AI chatbots are
anticipated to pass the Turing test in the future, making it impossible for clients to tell whether they're
speaking with a bot or a human assistant.