Designing Chatbot for E-Commerce Customer Care

I wrote this blog after I could not find good examples online for building a messenger bot for customer care
Steps I followed to build messenger bot for customer care
Step 1: Identify goal: Messenger bot for customer care.
Step 2: Identify non-goal: Messenger bot for marketing updates
Step 3: Identify Impact:

• Impact to Customer: How fast can customer be done with their need to reach customer care.
• Impact to Business: How many hours saved from agent time spend if bot can satisfy customer need

Step 4: Identify Use Cases: 

• Cancel Order
• Update Billing Address
• Update Shipping Address
• Update Payment Method
• Track Order
• Get Invoice
• Return Device
• Track Return Processing
• Help Setup
• Debug Device

Step 4: Detailed Flows:

Cancel Order Flows
Flow 1 : Customer is identified based on fb login to purchase.
Flow 2: Cannot Cancel Order as Order is already shipped.
Flow 3: Identify Customer if order id is not available and identifying information does not match purchase order. Ask them to talk to an agent.
Flow 4: Identify Customer based on order id
Flow 5: Identify Customer if order id is not available and identifying information matches.