Group 5

Sounak kundu
Rajat Mishra
Kushagra jain
Rimpal Setty
Vikash Kumar
Jeevan Karumudi

1
About company- Dunzo
Packages, Pick up and drop, Online restaurant discovery, Online Ordering, Grocery Delivery, Bike
Taxi, Laundry Delivery, Medicine Delivery, Local Couriers

Dunzo was founded in July 2014 by Kabeer Biswas, Ankur Agarwal, Dalvir Suri, and Mukund Jha

Dunzo provides online service in Bengaluru, Delhi, Gurgaon, Pune, Chennai, Mumbai and
Hyderabad. It claims to have an average of 30,000+ transactions every day.

Dunzo has raised a total of $30.3 million funded by 12 investors in which Google, Kalpavriksh,
Cognizant, Alteria Capital are among the investors

Any.do, 6Wunderkinder, DoneThing are the main competitors for the company

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 • Dunzo wants to change the way you move things,
how you shop and lets you access your city like never
before. We’re an app that connects you to the nearest
delivery partner who can make purchases, pick up
items from any store or restaurant in the city and bring
them to you
Vision & Mission
• Living in the city, we never have enough time to do
Dunzo all the things we want to do. It’s never easy to make
purchases or drop off packages when you get busy with
work, get stuck in traffic, or you might even end up
forgetting about it completely. Dunzo saves time by
offering a plethora of services to its customers

3
 Develop an application with automated
capabilities of handling the customers
requirement and requests. Extensive use
Project Vision of analytics for customer profiling and
target pushing. Enabling chatbot
application to reduce customer query
volume at the contact centers

4
 • To overcome the challenges and
streamline the customer interaction
process
• Achieve cost reduction with the help of
Project Goals analytics by targeting right customers
with right products
• Reduce and remove the redundant
tasks from the application

5
Scope of work – Key Functional Areas
 Chat bot
 Placing orders
 Registering complaints
 Analytics
 User profiling
 Dashboard
 Predicting user requirements
 Push messaging based on predicted
requirements

 App enhancements
Aggregation and integration with
chatbot for
 Food merchants
 Supermarkets
 General Stores
 Paan shops
6
 • Sensory Layer: Channel/Layer where interactions
happens
• Non-Relational Database Servers
• Endpoint Orchestrator: Orchestration layer
synchronizes BoT’s inward and outward
communications
• Natural Language Processing (NLP) Core: The layer
Scope of Work where the BoT understands the user request
1. Off-the-shelf cloud services
Infrastructure 2. Tailor-made NLP block 
Requirements • Machine Learning Block: The internal Machine
Learning model gets trained with the usage and
ambience data, and starts operating ‘smart’ over a
period of time
• Business Logic Core: This is where BoT’s core
functionality logic resides
• API Brokerage Layer: Software that fetches data from
different apps

7
 Scope of Work
Key Stakeholders
• Head – Financial Department
• Head – Technology
• Product Owner
• Development Team
• Development Managers
• Quality Assurance Team
• Customers/Users

8
 Statement of Work
Project Background
• Increase in the number of customer queries
• Need for a scalable solution at reduced cost per customer

Objectives
• Customer convenience, engagement, connect and repeat frequency through a chatbot enabled which is also
supported by analytics in the background
• Analysis of user behaviour will individually profile each user and predict future requirements of the customer
• Targeted push messages to customers based on the prediction
• A convenient way to place orders/register complaints through the chatbot

Scope of the project

• Chat bot
• App enhancements
• Placing orders
Aggregation and integration with chatbot for
• Registering complaints
• Food merchants
• Analytics
• Supermarkets
• User profiling
• General Stores
• Dashboard
• Paan shops
• Predicting user requirements
• Push messaging based on predicted requirements 9
List of activities
• Consolidation of business requirements
• Content creation
• Resource Estimation
• Budget Plannining
• Design Phase
• Development Phase
• Testing
• Deployment and maintenance

List of intermediate deliverables

• Software requirements specifications
• Design and architecture specifications
• UML Diagrams
• Test plan and test cases
• User acceptance test plans
• Source code
• User Guide

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 System Requirements Specification
• Business Requirement
• Replacing current customer care system with
more automated system
• Improvement in customer convenience and
smooth query handling with better customer
Requirement satisfaction and cost reduction
• Use of analytics in customer behavior
analysis prediction
• Functional Requirement
• Interactive UI which handles customer
queries
• Implementation of targeted push messages
tool to customers based on the prediction
• Integration of chat application with order
placement and tracking
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 System Requirements
Specification
• Design Requirements
• UML diagrams
• Engaging chat UI(Front End)
Requirement • Machine Learning and predictive
analytics algorithms design(Backend)
analysis • Non-Functional Requirement and
Documentation
• System Availability and efficiency – target
95%
• Scalability to handle 100k users at a time
• User manual and FAQs
• Sample videos and Instruction guide
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 Work Breakdown Structure
ChatBot + Analytics

Requirement
Design and Deployment and
Initialization Analysis and Budget Allocation Testing
Development Rollout
planning

 Value Proposition  Stakeholder Needs  Frontend and Backend  Test Cases

Design development  Pre Deployment
Analysis  Budget Estimation
Activities
 Ideation  Requirements  System, Functional
 UML diagrams
and Integration
Definition
 Scope Testing
 Project Plan  Coding
 Discussion with  Acceptance and scale
creation  Integration Sytems
 Meetings Finance Department testing
 Unit Testing
 Project schedule
 Stakeholder Creation  Quality Approval
 Database integration
Involvement  Seeking Approval  Maintanence and
 Resource Allocation
from CFO and CTO User Reviews
 End Review  End Review  End Review
 End Review 13
 Work Breakdown Structure
Task Est. Level
Task Task Description Work Product Owner
No of Effort

1 Brainstorming/Ide Setting expectations and discussing various MoM Product Owner 2 days
ation ideas of implementation

2 Requirement Researching and discovering the SRS document Sales team and 7 days
Gathering requirements(functional, system, technical, Project Manager
etc.) of a system from users, customers, and
other stakeholders

3 Planning Prepare overall project plan, WBS, project WBS Project Manager 15 days
schedule, tasks, milestones, resources
required, dependencies, and duration.

4 Create Budget Estimate the project budget and discussion Budget Project Manager and 5 days
with finance team. Getting approval from the Plan/Estimated accounts manager
CTO. cost 14
 Work Breakdown Structure
Task Est. Level of
Task Task Description Work Product Owner
No Effort

5 Design Develop high level and low level designs of Design Software Architect 15 days
each of the modules – chatbot, analytics etc Document and Project
Software and database designs Manager

6 Development Coding the software modules, creating Application Team Lead and 65 days
frontend and backend, integration with project Manager
database, documentation

7 Testing Test cases development, automation, Test case Quality assurance 45 days
thorough testing like integration, system, documents, Head
scale, acceptance testing Test results

8 Deployment and Integrating the designed module with the System Project Manager 5 days
Rollout existing application and ensure smooth Deployed
functioning 15
 PROJECT SCHEDULE
7/4/2019 8/3/2019 9/2/2019 10/2/2019 11/1/2019 12/1/2019 12/31/2019 1/30/2020

Initialization

Requirememt Analysis and Planning

Budget Allocation

Design and Development

Testing

Deployment and Rollout

Total Time Required - 129 Days 16

 Days Start Date End Date
A Initialization 2 11-09-2019 13-09-2019
1 Value Proposition 11-09-2019 12-09-2019
2 I deation 11-09-2019 12-09-2019
3 Scope 11-09-2019 12-09-2019
4 Meetings 1 11-09-2019 12-09-2019
5 Stake holder I nvolvement 12-09-2019 13-09-2019
6 Review 1 12-09-2019 13-09-2019
B Requirement Analysis and Planning 22 14-09-2019 06-10-2019
1 Stakeholder need Analysis 3 14-09-2019 17-09-2019
2 Requirements defination 3 17-09-2019 20-09-2019
3 Project plan 5 20-09-2019 25-09-2019
4 Project schedule creation 4 25-09-2019 29-09-2019
5 Resource allocation 4 29-09-2019 03-10-2019
6 End review 3 03-10-2019 06-10-2019
C Budget Allocation 5 08-10-2019 13-06-2019
1 Budget Estimation 3 08-10-2019 11-10-2019
2 Discussion with finance department 1 11-10-2019 12-10-2019
3 Seek approval from CFO and CTO 1 12-10-2019 13-10-2019
D Design and Development 80 13-10-2019 01-01-2020
1 Frontend and Backend design
2 UML Diagrams
3 Coding
4 Unit testing
E Deployment 19
1 Pre-Deployment Activities 13
2 Data Migration 4
3 Deployment Support 2
Project Close and procurement
F software Sustain 13
1 Project Review 5
2 Project Completion 3 17
3 Sustain 5 18-09-2019 24-09-2019
 RESOURCE ALLOCATION
Days Start Date End Date Progress Assigned to
A Initialization 2 11-09-2019 13-09-2019 0%
1 Value Proposition 11-09-2019 12-09-2019 0% Rimpal
2 Ideation 11-09-2019 12-09-2019 0% Rimpal
3 Scope 11-09-2019 12-09-2019 0% Rajat
4 Meetings 1 11-09-2019 12-09-2019 0%

5 Stake holder Involvement 12-09-2019 13-09-2019 0%

6 Review 1 12-09-2019 13-09-2019 0% Kushagra

B Requirement Analysis and Planning 22 14-09-2019 06-10-2019 0%

1 Stakeholder need Analysis 3 14-09-2019 17-09-2019 0% Kushagra,Rimpal

2 Requirements defination 3 17-09-2019 20-09-2019 0% Jeevan

3 Project plan 5 20-09-2019 25-09-2019 0% Vikash,Jeevan

4 Project schedule creation 4 25-09-2019 29-09-2019 0% Sounak,Jeevan

5 Resource allocation 4 29-09-2019 03-10-2019 0% Rajat,Sounak 18

6 End review 3 03-10-2019 06-10-2019 0% Kushagra,Rajat,Rimpal
 Use case 1 – Ease of order
Current Process

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 Name Dunzo Chatbot - Order Placement
Summary Order placement for daily use items without any
human interaction
Proposed Process
Rationale For regular daily use item searching product is tedious
Hi. task. Analytics will analyse your past preference and
Please get me will deliver your order by typing just few meessages
Amul Milk 1 Ltr. Users Guests and Patron
Preconditions App is installed and running
Basic Course of the events 1. The user indicate that he/she wants to access the
Hi XYZ!
app.
2. The App prompts the user to login to the system
Amul Taaza milk 1Ltr from
Star Supermarket, Powai will 3. The User login via credentials / social login
be delivered to you in 30 min. 4. The User clicks on chatbot tab
Price to pay Rs. 62. 5. Types messages and confirm
Is that what you want? 6. Pays
Alternative Paths 1. In the step above, the user can take the following
Yes. alternative steps
i. Browse for various types of milk available
ii. Select one brand and SKU
Your order is iii. Add item to cart
confirmed. iv. Add payment options/ link credit cards
v. Initiate Payments
vi. Or Cancel the whole operation and go back
to dashboard

Post conditions The User is able to carry out the desired operation
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 Name Dunzo – Chatbot – Push Notification
Summary Price alert and availability push notifications, event
triggered messaging

Rationale Lot of time products go out of stock and this leads to

Use Case 2 major hit on the revenue of the app. Push notification
and triggered messages can bring customer back on
Push Notifications the app when product becomes available
Users Guests and Patron
Preconditions App is installed and running
Basic Course of the events 1. The user indicate that he/she wants to access the
app.
2. The App prompts the user to login to the system
3. The User login via credentials / social login
4. The User clicks on chatbot tab
5. Types messages and finds that product is
unavailable
6. Whenever the product get in stock customer gets
a push notification and triggered message chat
opens
7. Customer confirms and pays
Alternative Paths 1. In the step above, the user can take the following
alternative steps
i. Browse for various products
ii. Unable then keep on checking
iii. Purchase when available
Post conditions 21
The User is able to carry out the desired operation
 Name Dunzo Chatbot – Customer Care

Summary Present customer with a set of frequently faced

problems when customer seeks help with a placed
order

Use Case 3 Rationale To gain clarity of the type of grievance so that user can
be directed to appropriate customer service executed.
Customer Care If the grievance is simple and often redundant, it can
be addressed by the chatbot and in complex cases =
chatbot can route the request
Users Shoppers/Users
Preconditions App is installed and running
Basic Course of the events 1. The user opens the App and clicks on ‘Help and
Support’ tab for an existing order
2. The App presents the user set of options like
‘Where is my order’; I have refund issue’, etc
3. User selects an appropriate option
4. Chatbot asks further questions to solve the issue
5. If the issue seems complex, chatbot routes the
user to speak to a customer representative
executive

Alternative Paths 1. Call Customer Care

2. If an appropriate option is not available user cannot
proceed further

Post conditions User’s query is addressed and asked to rate the

experience 22
 Name Dunzo Chatbot

Summary Prompt an user to buy a frequently purchased product

Rationale To enhance customer experience, chatbot will analyse

Use Case 4 consumer buying trend and prompt user to buy the
frequently purchased product and hence relieving
Reminder customer of the hassle of finding the product and
placing an order

Users Shoppers
Preconditions App is installed and running
Basic Course of the events 1. The user gets a prompt that it is probably time to
reorder a particular item which probably the user
orders every week, say a dozen of eggs
2. The chatbot puts an option of Order/Ignore.
3. User selects an appropriate option
4. If ‘Order’ is selected, chatbot places the order and
asks for payment
5. If ‘Ignore’ is selected, chatbot prompts a thank you
message

Alternative Paths 1. User may not respond to the prompt

2. User might want to purchase other items and wish
to browse

Post conditions Chatbot places the order and also notes consumer
buying trend 23
 Risks
ROI Risk– Low user acceptance implies less return of investment
Service risk – Dissatisfaction caused to customers due to Chatbot’s
performance
Business Risk – Loss of existing customer base after a bad experience with
Chatbot
Security risk – Probability of a cyber attack due to direct access to the
company’s network, applications and databases
Turnaround time & cost – Completion of project within estimated time to
avoid cost overruns
Opportunity risk - you spend time and effort developing something when
another solution would have been far more successful
Project failure risk – Abandonment of the project due to sudden pressing
issues
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 Challenges
Execution Challenges
User behavior - Users don’t want to wait and expect instant replies to their
queries
User ways of texting - Different people have their own way of typing a
message so understating the intention is a challenge
Limitations of Natural Language Processing
Context in Chatbots - the key to the evolution of any chatbot is it’s integration
with context and meaningful responses
Integration with core system and existing digital channels for setting up the
chatbot service
Handoffs - handoff between the chatbot and human (customer service
executive) that will take over in cases where the interaction gets too complex
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 Change Management

This includes a sequence of steps or activities that move a change from Inception to delivery.

Plan – Prepare a vision and scope document of the project, identify what benefits would
the Chatbot integration will deliver to Dunzo’s business

Communicate the vision- After your stakeholders are aligned, the benefits of chatbot integration
should be communicated to the employees. Communicate the benefits- operational efficiency of
customer service representatives, competitive brand, better customer experience

Measure Progress – Keep track of investment incurred in the activities listed in the
project schedule to maintain tranparency

Execute – Test software with internal groups to check efficiency of the chatbot. These
group will gain experience and be able to serve as experts to assist in full deployment
down the line

Sustain – Build consensus among within the project team, among peers and up
through the management chain. Review and feedback of the project
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 Action Plan and Deployment

No. Action Task description Responsibility Estimate of completion

Create a detailed list of questionnaire on chat bot handling and Customer service team and
1 Creation of FAQ Database 10 days
frequently asked user queries technical team

2 Creation of Training Material Create training document for internal stakeholders and users Technical team 7 days

Create a detailed training plan for the employees on Chatbot Technical Team, Customer
3 Training of internal staff 7 days
handling and execute Service Team

Create a plan for rolling out the chatbot in phases – Soft Launch and
4 Develop Roll Out Plan Project manager 5 days
full scale launch

Project Manager
5 Schedule Release Scheduling deployment of chatbot for each use case 5 days
Technical Team
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 Benefit Analysis

Scalable and
Personalized targeting
Ease of placing an order compatible with
by customer profiling
multiple platforms

Handle complaints and

reduce the flow of No wait time by
Reduced Cost per
redundant complaints providing instant
customer served
to customer service
representatives

Enhanced customer
experience

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Thank You

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