The goal of this project is for learners to refine and execute the helpdesk support system for Justice Chatbot Inc.'s AI-powered platform for legal service providers. While foundational strategies are already in place, students will have the opportunity to refine these strategies where necessary and take the lead in executing the plan and serving as the helpdesk team. This hands-on project allows learners to apply their technical and customer service skills, managing live inquiries, troubleshooting issues, and interacting directly with customers in a real-world setting.

Helpdesk Ticket Refinement and Real-Time Resolution:

• Review and refine the existing ticket categorization system, ensuring it efficiently covers the most common customer support issues.
• Execute the strategy by responding to live customer tickets, resolving issues related to the AI platform, and escalating complex cases as needed.
• Continuously track and refine response times, ensuring customer satisfaction and optimal resolution.

Customer Support Call Strategy Execution and Refinement:

• Implement the pre-developed call management strategy, with the opportunity to refine call handling processes to further reduce durations and improve first-contact resolution.
• Engage with customers via live calls, troubleshooting technical issues in real-time and ensuring customer satisfaction.

Helpdesk Software Implementation and Optimization:

• Implement the pre-selected helpdesk software, managing ticket flows and customer inquiries through it.
• Refine the software setup and workflow to optimize ticket resolution and enhance user experience, ensuring seamless operations.

Technical Support FAQ Creation and Continuous Improvement:

• Finalize and deploy the existing FAQ section, allowing users to resolve common technical issues on their own.
• Monitor FAQ usage and gather user feedback, refining and expanding the section to cover additional inquiries as they arise.

Workload Planning, Refinement, and Execution:

• Implement the pre-developed workload management plan, ensuring tasks are distributed efficiently among the team members.
• Continuously refine the plan based on team performance metrics and customer feedback, optimizing helpdesk operations to reduce response times and prevent team burnout.