kerre-star/NORTHSTAR-SPINT-BOARD

Northstar Retail Co. — Support Deflection MVP The Northstar Sprint Team: Suzanne Wanjiru · Dennis Gitau · Dorcas Yego · Keith Ngugi · Timothy Kerre Sprint Duration: 5 Days What We Built A conversational support chatbot for Northstar Retail Co. that automatically handles the 3 most repetitive customer support ticket types — reducing manual agent workload by an estimated 75%. Live Demo: [landbot.online] The Problem Northstar's support team was drowning in repetitive tickets: - 45% — Order status queries ("Where is my order?") - 35% — Returns & refund queries ("How do I return this?") - 20% — Stock availability queries ("Is this back in stock?") These tickets required no specialist knowledge — just lookups and policy explanations. A bot could handle them. What the Bot Does | Ticket Type | Bot Capability | Estimated Deflection | |---|---|---| | Order Status | Checks order ID + email/ZIP → returns live status + ETA | ~75% | | Returns & Refunds | Checks eligibility → gives instructions or policy explanation | ~65% | | Stock Availability | Looks up SKU/product → returns stock count + restock date | ~85% | Additional features: - Zapier integration — escalates unresolved cases to support inbox automatically - CSAT collection — rates every resolved session 1–5 - Restock notifications — customers opt-in to email alerts - Human takeover — damaged items and complex cases go straight to an agent Repository Structure northstar-support-mvp/ │ ├── README.md ← This file ├── TEAM_CHARTER.md ← Team ways of working, roles, escalation path ├── TICKET_TAXONOMY.md ← 8+ customer phrasings per ticket category ├── GO_LIVE_READINESS_NOTE.md ← What works, known issues, handover guide ├── TEST_LOG.md ← 15 test paths with pass/fail results ├── AUDIT_LOG.md ← Full contribution history by member and day ├── mock-orders. …