Evaluate Chatbot Launch: Value, Risks, Impact, Success Metrics

# Case: Launching a Retailer-Facing Chatbot for End-Customer Support ## Context You are evaluating whether to launch a chatbot that retailers can embed to automatically answer their end-customers’ questions (B2B2C setting). The goal is to reduce support costs, improve CX, and potentially drive conversion for sales-related queries. Assume you have historical support logs, site analytics, and limited pilot telemetry, but no randomized A/B test. A visualization was referenced but not provided; see assumptions in the last section. ## Prompt 1. Should we launch this chatbot? Outline the product’s value, risks, and expected business impact. 2. Without running an A/B test, how would you size the opportunity and define success metrics for: - Users (end-customers and retailers) - The business - Model performance 3. Review the provided visualization and explain its strengths and weaknesses. ## Hints - Frame goals, metrics, opportunity sizing, and qualitative/quantitative evaluation. - Consider cost savings (deflection), revenue impact, safety/brand risk, and operational guardrails.