100 Days to RASA Chatbot!
By: Shivam Dutt Sharma
Tags: Rasa Core, Rasa Nlu, Naturallanguageprocessing, Product Development, Chatbot Development

Cashify’s RASA Stack

Here, I will take you through our 100 days spent in making the Conversational A.I. at Cashify, which we are now calling “CashBot”.

Day 01 to Day 05

Business Requirement Gathering

These first 5 days were the usual business requirement gathering and problem statement understanding days. However, something that I knew from the beginning was that the problem statement has to be understood right, else we will end up taking the wrong train, with the next station being quite distant, for us to get down and be able to get back where we started.

I will share a quick glance on the Business Requirement Gathering discussion that I had with my B.U. :-

— — — — — — — — Business Requirement Gathering — — — — — — — —

BU : We currently use a very basic conventional third party chatbot. Apparently, it’s not essentially even a chatbot, but rather a user selection-driven drill-down flow which will let the user make their choice from the options/use-cases available and then finally connect them to a support agent.

Me : So you mean the user does not have a choice but to connect with the support agent at the end? Isn’t this a little annoying and also mundane for the end user? I am sure we have some meaningful data at our end to actually provide to the user right there on the chat instance. Instant Solution is what I am suggesting. Some APIs are to be integrated and we are sorted. Isn’t it?

BU : Right! And now that you have already understood the gist of it, let me tell you that as of now, we have the following different types of customer queries that we receive, along with the share of each in the overall tickets, over a span of 10 days. Our new RASA Chatbot will have to take care of each of these, as we progress gradually :-

Breakup of Cashify’s customer queries

What can be seen from this pie chart is that our two most important use cases where we generally get a lot of customer queries are:-



1) Awaiting Pickup Specialist- This is where the customers who have placed their Sell/Repair Orders on Cashify, enquire about their Pickup Specialist/Service Technician arrival status on the day of service.

2) Service Ability- This is where the Cashify’s potential and existing consumers enquire about the Sell (Buyback)/Repair serviceability in their areas/location (pin-codes). Similarly, there are a few more use-cases, but we can implement them incrementally in upcoming phases.

Me : Understood! I should now align my APIs & Design requirements and then, we can get started.

— — — — — — — — Business Requirement Gathering — — — — — — — —

Let’s go ahead and look at the remaining 95 days of Chatbot development and go-live.

Day 05 to Day 10

Wireframes | Dialogue Flow / BluePrint Creation | API’s Sourcing

Wireframes: I always had a fair idea of how a typical fancy conversational bot should look like. And now I just had to draw some lines and fit the bot in those line frames. That’s where I produced the wireframes for our Phase-1 chatbot.

The following that you see are the initial wireframes shared with our Design team. There were obviously some updates and improvements later on. Nevertheless, these wireframes should give you a fair idea of where the final bot was inspired from.