Ecommerce

The Ecommerce Smart Skills are eligible to fulfill critical customer support queries. The Smart Skills are selected based on market research and user behavior of the retail vertical.

1. Track Order

Name of the skill on Conversation Studio - track_my_order

Purpose of the skill

To simplify and speed up tracking an order for users with a hasslefree and conversational experience.

Orders in transit can be tracked in real-time by the users through identifiers like order ID.

  • The IVA will be trained to fetch the user's order status.
  • The IVA will first present the list of active orders to the user.
  • The user can proceed by selecting a specific order.
  • The IVA will then fetch the status of that order via a Track Order API.
  • The order details can be fetched with the help of any unique identifier - Order Id, tracking id, phone number.

What’s the design template going to look like?

This skill is designed to keep in mind quick resolution & added value to the user.

Reach out to Conversation Designer to get access to the design lucidchart or PDF.

Requirements

The Smart Skill is for authenticated users - which means the user is already authenticated either by the virtual assistant or on the website, and a guest user will have to enter a Phone Number/Order ID.

You will need 2 APIs -

  1. Get order details via phone number/order ID
  2. Get tracking link for the specific order using order ID

Limitations

This is a no code smart skill if the APIs developed match the structure previously added in the skill. If the business has additional rules or logic to be implemented for this use case, we would need to make changes (read more in the changes section) accordingly.

If you want to add further APIs, you will need to add more nodes to this smart skill.

How to make changes to the skill?

The smart skill has 14 nodes, track order can be initiated by just one start node.

API 1 - Get order details via phone number/order ID

Name of node - codenode_to_fetch

Approach - In order to invoke the API we need the users phone number/order ID (request parameter). This order ID/phone number is coming from a static node (tracking number) entity as seen below

image

The mock API uses a phone number/order ID to proceed in the flow. The sample phone number is - 4405553333 or 4405553332

Sequence of events in the code -

  • Section 1 from line number 15 to line number 22 is used to pull all entities & variables from other nodes.
  • Section 2 from line number 23 to line number 33 is used to make the API call.
  • Section 3 from line number 35 to line number 45 will tell you if the user has any orders or not and pass the corresponding message to the output node which will in turn get displayed to the user.
  • Section 4 from line number 47 to line number 55 returns the API response.
  • Section 5 from line number 58 to line number 116 handles the timeout and failure conditions.
  • Section 6 from line number 119 to line number 144 defines the entity class to return entity values.
  • Section 7 from line number 146 to line number 187 defines the structure of the carousel if order are present.

In the end depending on the logic between line 35-45 you can pass the corresponding response to the next node i.e Output Node - all order.

API error/no orders are already defined. To move forward, you will have to pass through the all order Output Node where order details are displayed in the form of a carousel.

User might want to track their order live, once they select the order from the carousel it is stored in the capture track order ID entity on the Output Node.

How to change the API?
Section Node Name Entity & Format API Name & Contract
Fetch Order Track Order Order ID (Numbers)

Additions that can
be made to this module -
OTP, Email address, zipcode		 Request

      {
        "phone_number": "4405553333"
      }

Response

      {
        "results": {
           "orderList": [
               {
                  "orderId": "21838211",
                  "status": "Shipped",
                  "orderAmount": "1,000.00",
                   "orderDt": "2020-07-29T18:04:56",
                   "itemsName": "Apple MacBook Air",
                    "orderImg": "https://maplestore.in/wp-content/uploads/2020/11/Mac-1.jpg"
                    }
                ]
            },
            "statusCode": 200
        }

API 2 - Get order status via order ID

Name of node - Fetch Order Status

Approach - In order to invoke this API you need the users order ID (request parameter). This order ID is saved in the output node as mentioned above.

Sequence of events in the code -

  • Section 1 from line number 15 to line number 22 is used to pull all entities & variables from other nodes.
  • Section 2 from line number 23 to line number 26 is used to make the API call.
  • Section 3 from line number 27 to line number 35 will generate and pass the corresponding message to the output node which will in turn get displayed to the user.
  • Section 4 from line number 37 to line number 73 returns the API response.
  • Section 5 from line number 75 to line number 95 handles the success, timeout and failure conditions of the API.
  • Section 6 from line number 98 to line number 123 defines the entity class to return entity values.
  • Section 7 from line number 125 to line number 129 defines the structure of the message using details from API response.

In the end depending on the logic between line 27-35 you can pass the corresponding response to the next node i.e Output Node.

How to change the API?
Section Node Name Entity & Format API Name & Contract
Fetch Order Track Order Order ID (Numbers)

Additions that can
be made to this module -
OTP, Email address, zipcode		 Request

      {
        "order_id": "21255919"
      }


Response

      {
        "results": {
            "orderTrackingStatuses": [
                "The order with Apple Wireless Airpods Pro has been shipped on 2019-12-28 & will be delivered to you by 2019-08-20."
              ],
              "order_id": "21255919",
              "amount": "249.00",
              "date_placed": "08-15-2020",
              "delivery_date": "08-20-2020",
              "product_name": "Apple Wireless Airpods Pro",
              "delivery_address": "Ms. Jane H. Doe, 19607 Detroit Rd, Rocky River, OH 44116, United States",
              "payment_mode": "ONLINE",
              "trackLink": "https://trackcourier.io/ekart-logistics-courier-tracking",
              "status": "Delivered"
          },
          "statusCode": 200
      }

How to analyse your skill post go-live?

To track the usage of this skill on your virtual assistant, you can create Smart Funnels on the Intelligent Analytics tool. It will be able to tell you how many users are able to track their order. You can learn here about Smart Funnels.

Smartfunnel suggestion: How many users were able to track their order successfully

  • Funnel 1 -

    • Start point: tracking_number Node
    • End points: all order Node

  • Funnel 2 -

    • Start point: all order Node
    • End points:
      • Show Order Status Node
      • Timeout error Node
      • API error Node
      • Cant find order Node

Below questions could be answered with the help of the above Smart Funnels, after you start getting real user data -

  • How many users were able to successfully track their orders
  • Do a lot of users click on live tracking links to check the status
  • If there are drop offs after seeing the orders, probably there are more questions which are unanswered

Click here to understand how Intelligent Analytics dashboard effectively.

2. Check refund status

Users can check the status of the refund of canceled or returned orders in real-time. The refund status of multiple orders can also be tracked by the user.

  • The IVA will be equipped to give out refund status to the user for a particular order.
  • The IVA will first present the list of orders for whom the refund is an active stage.
  • Further to the user's selection of the order, the IVA will display the status of the refund.
  • The IVA will fetch the refund status via a CHECK_REFUND_STATUS_API.

You can refer to this template on Conversation Studio with the name ecommerce_check_refund_status.

3. Cancel my order

When users are not satisfied with the placed order, they can cancel their order on the IVA by choosing an in-transit order.

  • A user can initiate an order cancellation via the IVA. The IVA will first present the active orders eligible for the cancellation to the user. The user selects the order to be canceled.
  • The IVA will then fulfill the cancellation request via a Cancel Order API.

You can refer to this template on Conversation Studio with the name ecommerce cancel my order.

4. Replacement Request

Place a service request to replace a wrong or damaged order on the IVA by choosing from the list of fulfilled deliveries.

  • The user can raise a replacement request via the IVA.
  • The IVA will first present the list of items eligible for replacement.
  • The user will select the item to be replaced.
  • The IVA will undertake the replacement request via FETCH_ITEM_API, ISSUE_REPLACEMENT_API.

You can refer to this template on Conversation Studio with the name ecommerce_replacement_request.

Last updated on 7/30/2021
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