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AI Chatbots for Automated Seller Support

Problem Statement & Objective​

What problem does this extension solve?​

  • Handling seller inquiries is inefficient, leading to delayed response times and a high support workload. This extension provides an AI-powered chatbot to offer instant responses, assist with order tracking, and escalate complex issues.

Target Users​

  • Sellers on the Fynd commerce need instant assistance.
  • Fynd support teams looking to automate FAQs & reduce manual effort.

Expected Outcome​

  • A chatbot that can understand and answer seller queries, provide order updates, and escalate unresolved issues to human agents.

Why Should This Extension Be Built?​

  • Enhances seller experience with 24/7 instant support.
  • Reduces manual workload for Fynd’s support teams.
  • Provides accurate & consistent responses using AI models.
  • Speeds up order tracking and general issue resolution.

Features & Scope​

Core Features​

  1. Seller Query Handling:

    • Answer common seller questions about orders, inventory, returns, and payments.
    • AI-based chatbot trained on Fynd support knowledge base.

  2. Order Tracking Assistance

    • Allow sellers to check order statuses instantly via chatbot.
    • Fetch real-time order updates using Platform REST API.

  3. Escalation to Human Support (Fallback Mechanism)

    • If the chatbot cannot answer a query, the issue will be escalated to a human support agent.

  4. Seller-Specific Customization [Optional]:

    • Allow sellers to train the chatbot with their business-specific FAQs.

Future Enhancements​

  1. Multi-Language Support for Global Sellers.
  2. Voice-to-Text AI Chatbot (for Voice Assistance).
  3. WhatsApp/Slack Integration for Seller Support.
  4. Advanced NLP-based Personalization for Business-Specific Queries.

User Flow & UI Structure​

User Journey Overview​

  1. Installation & Setup:

    • Sellers install the chatbot extension from Fynd Marketplace.
    • Authenticate via OAuth to access seller account data.

  2. Query Handling:

    • The seller types a question or issue into the chatbot.
    • The chatbot uses AI (Dialogflow + OpenAI API) to generate a response.

  3. Order Tracking Assistance:

    • If the query is about order status, the chatbot calls Fynd Platform API.
    • Returns real-time tracking info for seller orders.

  4. Escalation Process:

    • If the chatbot fails to resolve an issue, it escalates to human support.
    • Sends a support ticket or directs the seller to live chat/email support.

APIs & Integrations​

  • Fynd APIs:

  • External APIs:

    • Dialogflow API: NLP-based chatbot framework for query understanding.
    • OpenAI API: AI-powered responses for complex seller questions.

Infrastructure & Development Architecture​

Backend Setup​

  • Authentication: OAuth authentication via Fynd Platform API.
  • Database & Storage: No storage required (real-time API processing).
  • AI Processing: Dialogflow for NLP + OpenAI API for dynamic responses.

Chatbot Workflow​

  1. Capture seller query via chatbot UI.
  2. Process the query using Dialogflow NLP API.
  3. If predefined FAQ, return standard response.
  4. If order-related, fetch data via Fynd Order API.
  5. If it is a complex query, generate a custom response using OpenAI API.
  6. If no answer is found, escalate to human support.

UI & Frontend​

  • Minimal UI needed (Chatbox interface with text input).
  • Simple, clean chatbot UI embedded into Fynd seller dashboard.

Security & Compliance​

  • OAuth Authentication for secure API access
  • Data Encryption for chatbot responses
  • Rate-limiting to prevent excessive API calls
  • GDPR-compliant storage of user queries (if needed for logs)

Deliverables & Submission Requirements​

  • Fully functional AI chatbot for seller support
  • Secure API integrations (Fynd Order API, OpenAI API, Dialogflow API)
  • Handles seller FAQs, order tracking, and support escalation
  • OAuth authentication for secure API access
  • Video walkthrough (2-3 min demo)
  • README file with setup instructions & API documentation

Marketplace Review & Submission Checklist​

  • Extension functionality verified
  • OAuth authentication flows tested
  • UI/UX compliance with marketplace standards
  • Extension metadata (description, images, demo video) added

Summary​

  • This extension automates seller support using AI chatbots.
  • Handles FAQs, order tracking, and escalations efficiently.
  • Integrates NLP models for conversational responses.

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