UPS Netherlands chatbot Portfolio Details


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.


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

Web Address


01-03-2021 ↔ 01-09-2021


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