Client:

LOTT - Meta Advertising Accounts Agency (eCommerce)

• Developed an AI chatbot "Lotty" using Intercom's Fin AI technology.

• Integrated Help Center, files, and websites with the Knowledge of the AI chatbot.

• Designed Quality Assurance system that increased the chatbot resolution rate to 100% for common inquiries.

• Set up Intercom Help Desk, including teammates' workspaces, macros, ticketing systems, integrations, workflows, and automations.

• Created Help Center with knowledge articles and Chat Widget tailored to match the client's website.

• Designed Website Tours and Proactive Messages to improve customer onboarding and engagement.

• Developed custom automations and APIs using platforms such as Zapier (integrating WhatsApp, Trello, Typeform, Aircall, LearnWorlds, pdfFiller, and more).

• Created video tutorials and SOPs to support the customer service team in leveraging Intercom effectively.

• Facilitated smooth transitions from legacy systems to Intercom, ensuring minimal disruption.