Final Project
*Optimizing Customer Service System Efficiency at SPS*Project Description:In my final year project for a degree in Industrial and Management Engineering with a specialization in Information Security, I led a comprehensive initiative aimed at enhancing the customer service operations of SPS, a software solutions provider specializing in ERP and CRM integrations.Key Objectives:Identify and address major challenges within the current customer service system.Improve customer satisfaction and operational efficiency.Methodology:Literature Review: Conducted an extensive review of academic and professional articles on customer service and quality metrics.Data Collection:Quantitative data were collected from the SPS information systems.In-depth interviews were conducted with key customers to gather qualitative insights.Distribute a satisfaction survey.Internal Process Analysis: Analyze the workflows within the customer service department, using the current reality tree model to identify the root causes of inefficiencies.Apply the AHP model: Apply the Analytic Hierarchy Process (AHP) to select the optimal solution from three alternatives considered.Chatbot Integration: Developed and offered an AI chatbot implementation to reduce response times, handle simple faults automatically, securely connect the chat to the ERP system for automation, and contact human support personnel for more complex issues.Conclusion:The project successfully identified critical areas for improvement within SPS's customer service operations and provided a practical, technology-driven solution. The proposed AI chatbot is expected to enhance service efficiency, reduce customer wait times, and improve overall satisfaction. This project demonstrates my ability to conduct in-depth analysis, apply advanced methodologies, and implement effective solutions in a real-world business environment.
