We understand that delivery address not found (51.6%), customer not found (21%) and risk area (21%) overflowed to human service because they were not resolved in the chatbot or the delivery person knew how to bypass the chatbot and fall into human care.

Therefore, it was necessary to give the agent visibility of tickets opened with these eligibility criteria and analyze the rate of return and consequently contribute to the goal of saving and reducing fraud.

Requirements (which we had raised initially with all of Discovery)

• Give transparency to the values considered for calculation;
• Signal the routes that had a return;
• Payment will be made in a single amount;

What were the eligibility criteria

• Online payment;
• Single pick / single drop (SPSD);
• Return to the origin of the order;
• Reasons: Address/customer not found and risk area.

Return route experience on the delivery person's App