kerre-star/NORTHSTAR-SPINT-BOARD
Domaine:
digital infrastructureType de record:
project
Créateur:
ker
Hôte:
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. …