Description

In this role, Wouter was responsible for improving the Dutch version of the UPS chatbot. By analyzing metrics and call logs he was able to continuously improve the language model. He also made improvements to the copy, so that the answers were more in line with the questions of customers. The result was an improved FCR and more call deflection.

Skills

Business Analyst, Chatbots, Nuance Mix, Natural Language Processing (NLP), Content Writing

Web Address

https://www.ups.com/nl/nl/support/contact-us.page

Duration

01-03-2021 ↔ 01-09-2021

Attachment

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