Youding App Chatbot

An AI-powered chatbot embedded in the Youding POS platform, designed to provide instant customer support, guide troubleshooting, and free up the CS team for higher-value work.

Role

Junior Product Owner

Type

AI Chatbot

Industry

POS / Customer Support

Company

Youding

Year

2024 – 2025

The Problem

"The CS team was overwhelmed with repetitive support tickets — the same questions about POS setup, troubleshooting, and billing, asked over and over again."

The chatbot was conceived as a first-line support layer. Rather than replacing the CS team, it handles the routine — freeing humans for complex, nuanced customer issues.

My Contribution

I led the product definition of the chatbot, working closely with the CS team to map common support patterns and translate them into chatbot flows the AI could handle reliably.

Support flow mapping — catalogued the top 20 recurring support questions with the CS team

Conversation design — structured dialogue trees and escalation paths for unresolved queries

AI prompt engineering — wrote and tested prompts to ensure accurate, on-brand responses

Feedback loops — set up tracking to identify gaps and improve response quality iteratively

Outcome

The chatbot successfully deflects a significant portion of routine support tickets, with escalation only for edge cases. The CS team reported meaningful time savings on repetitive queries.

AI / LLM Chatbot Design POS Support Prompt Engineering Conversation UX

← Previous EZorder F&B 2.0 Next Project → Poster Generation Tool