The Maintenance Chatbot, or "Nong Meeboon," is a chatbot system developed by Boonmee Lab to elevate customer care for clients under a Maintenance Agreement (MA). Acting as a 24/7 personal assistant, it enables customers to instantly report operational issues and track their ticket statuses on their own. This transforms the after-sales service experience, making it fast, transparent, and completely seamless.

🌟 Requirements & Objectives

To provide comprehensive and rapid support for all clients during their MA period, Boonmee Lab aimed to build a highly efficient service system with the following key objectives:

Comprehensive Care: Ensure nothing is missed. Every customer request during the MA period must be thoroughly recorded and addressed.
Rapid & Transparent Support: Minimize customer wait times through an automated response system, while empowering them to independently track resolution statuses and ticket priorities in real-time, 24/7.

🌟 System Design & Workflow

To deliver a truly friction-free support experience, we designed the entire system from a customer-centric perspective—seamlessly connecting an intuitive front-end chat interface directly with automated backend workflows.

Issue Reporting Flow

Step 1: Smart Onboarding & Verification
When a customer interacts with the chatbot on LINE for the first time, the system requests their email address to verify their identity against our MA database. Once verified, the chatbot securely remembers the profile, skipping this step for all future interactions to ensure instant access.

Step 2: Effortless Issue Reporting
The customer simply types in the details of the problem they are experiencing. The chatbot guides them through a fluid conversation, allowing them to add more information dynamically until the issue is fully described.

Step 3: Automated Ticket & File Upload Link
As soon as the report is finalized and the customer confirms there is no further information to add, the chatbot instantly provides a unique Ticket Number along with a secure link. Customers can click this link to upload screenshots or error logs later, keeping the chat room clean and organized.

Behind the Scenes: Real-time Backend Automation (n8n, ClickUp & Slack)
The moment a report is submitted, n8n acts as the intelligent bridge—automatically converting the chat logs into a formal task inside ClickUp (Boonmee Lab's primary project management tool) while simultaneously triggering an instant notification to the technical team's Slack channel for immediate triage and action.

Status Tracking & Resolution Flow

On-Demand Status & Priority Tracking
While waiting for a resolution, customers can input their Ticket Number into the chat room at any time. The chatbot queries ClickUp in real-time to display the current Status (e.g., Under Evaluation, In Progress) and its Priority level (e.g., Major, Minor).
Proactive Closure Notification
The loop is fully closed when the technical team resolves the issue and marks the task as "Complete" in ClickUp. The automation framework automatically pushes a final status update directly back to the customer's LINE chat, officially concluding the process.

🌟 Results & Outcomes

By designing and integrating the entire system, we have created a Maintenance Chatbot that elevates the after-sales service experience, turning it into a seamless, automated process. This not only meets the primary objectives but also yields significant positive outcomes for both customers and the team.

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