Website Omni-Channel AI Chat BOT design and integration Project, utilising Microsoft AI
The Requirement
Having engaged Superluminal to design and build a new CMS Website and Cloud Portal for their official distributor channels, the company's Founders and UK Sales Manager were insistent on effective digital efficiency of their pre sign-up, online enquiry and support function.
As the sole distributor of the TopDon product range in the UK, and even as a relatively young business they are growing at an astonishing rate.
That growth translates to a substantial increase in pre sign-up traffic and contact points across a multitude of already established first contact
online channels via their website.
As this required the attention and effort of already busy key staff, a key investment strategy was to automate as many of these functions as possible.
Our Solution
Omni-Channel AI Chat BOT: As a digital first business, TopDon UK are already connected to a number of channels
to use as the basis to design and build an Omni-Channel Artificial Intelligence Chat BOT, surfaced across Web, Mobile, Facebook Messenger, WhatsApp etc.
Using Omni-Channel AI, all the channels connected will output the same UI, answers, and content, in a clear and consistent
experience for the user, saving on development costs across each of those multiple channels.
Automated customer service will inevitably lead to savings on staff time and resources.
Azure Knowledgebase: The business has a range of key products with associate technical data and information. Vendors or distributors may ask the business about this data at any time of the day.
Using Microsoft tools, we import key website and product data into a knowledgebase and train the Omni-Channel AI Chat BOT to recognise
and answer key queries. We then assign the Omni-Channel AI Chat BOT some personality with pre built chit chat which helps to handle queries
made outside of the imported domain knowledge of the business and respond in a polite and helpful manner.
We add further bespoke data to handle standard domain queries outside of imported data,
and add further custom data specific to questions the staff identified as typical on a day to day basis.
We then catalogue and build buttons and navigation logic to assist a user with multiple choice answers which is key to any AI Chat BOT.
Hand off / Call feature: The Omni-Channel AI Chat BOT has been designed with a hand off to human integration and if required the visitor
can request a call, or request to make a call direct to the business via their telephone system.
The result
Self administered: Once setup and deployed, the Azure knowledgebase and Omni-Channel AI Chat BOT queries and responses can be updated by the business,
without assistance from Superluminal. The Cloud based UI also notifies an admin when questions have been asked that the Omni-Channel AI Chat BOT
has no answer for, and an admin can fill in the blanks to improve the experience for future visitors and automatically re-train the Omni-Channel AI Chat BOTs
core knowledgebase.
Rich Custom UI: Using data from their website, the Omni-Channel AI Chat BOT is built to respond with a rich UI,
for example when surfacing a product, a short text description, images and links to the product are displayed.
On clicking the link in the Omni-Channel AI Chat BOT, the Channel being used App or the Website will then navigate to the product page on the Website
on behalf of the user or visitor.
Fixed Low Cost: Becuase the Omni-Channel AI Chat BOT is deployed to an Azure App Service, the resources required can start from
less than £10 a week depnding on where its deployed. Where in the world can you employ a multitude of Customer Service Agents for that cost and
duration? Potentially answering queries 24hrs a day, 7 days a week! Simply and undeniably nowhere!
An Omni-Channel AI Chat BOT can service many users concurrently, and can automatically scale up to more users on demand at additonal cost!
The Project is scheduled for release Q2 2024.
Superluminal have designed a branded Custom UI for the Omni-Channel AI Chat BOT, and designed and built a Custom UI for the integration into the
TopDon Website and Portal solution from Superluminal.
Both TopDon are Superluminal SUPER excited to deploy the Omni Channel AI Chat BOT!
TopDon are anticipating a significant reduction in staff time and resource devoted to routine queries that the Omni-Channel AI Chat BOT can handle with ease.
TopDon are are also looking forward to exploring how the Omni-Channel AI Chat BOT and Azure Knowledgebase can be put to further use elsewhere in the business.
Future enhancements are also being planned, such as direct dial Teams calling, and extending to further channels.
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