Omni-channel AI Chatbot Project - Superluminal Software

Topdon

Website Multi Modal Omni-Channel Co-pilot AI Agent 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

Multi Modal Omni-Channel Co-pilot AI Agent: As a digital first business, Topdon UK are already connected to a number of digital channels as the basis to design and build a Multi Modal, Omni-Channel, Generative AI, Co-pilot Agent, surfaced across Web, Mobile, Facebook, WhatsApp etc. Using Omni-Channel AI, all channels connected will output a simlar 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. Using Multi Modal, where supported, Users can communicate with the Co-pilot AI Agent using their voice and the Agent responds audibly.
Azure AI Index: 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 RAG index and trained the Multi Modal Omni-Channel Co-pilot AI Agent to recognise and answer key queries using generative AI. We then assign the Multi Modal Omni-Channel Co-pilot AI Agent 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, again with generative AI. We added further bespoke data to handle standard domain queries outside of imported data, and add further custom data specific to questions the Team identified as typical on a day to day basis.
Advanced Logic and Ecommerce Integration: We then catalogued and build buttons and navigation logic to assist a user with multiple choice answers which is key to any Multi Modal Omni-Channel Co-pilot AI Agent. We then added e-commerce buttons and logic to assist a user with cart and order data. We then added integrartion for checking valid product serial no's for UK Product support.
Hand off / Call feature: The Multi Modal Omni-Channel Co-pilot AI Agent 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. It also has the capability to automatically offer to and then switch to the LiveChat system its installed alongside SuperChat, built by Superluminal.

The result

Self administered: Once setup and deployed, the Azure AI Index and Multi Modal Omni-Channel Co-pilot AI Agent 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 Multi Modal Omni-Channel Co-pilot AI Agent has no answer for, and an admin can fill in the blanks to improve the experience for future visitors and automatically re-train the Multi Modal Omni-Channel Co-pilot AI Agent core knowledge.
Rich Custom UI: Using data from the Topdon e-commerce data, the Multi Modal Omni-Channel Co-pilot AI Agent 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 Multi Modal Omni-Channel Co-pilot AI Agent, 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 Multi Modal Omni-Channel Co-pilot AI Agent is deployed to Azure, the resources required start from less than £25 a week depending on where its deployed. Where in the world can you employ a multitude of simultaneous Customer Service Agents for that cost and duration? Answering queries 24hrs a day, 7 days a week! Simply and undeniably nowhere! An Multi Modal Omni-Channel Co-pilot AI Agent can automatically scale up to more users on demand at additonal cost!

The Project is scheduled for release Q2 2025.

Superluminal have designed a branded Custom UI for the Multi Modal Omni-Channel Co-pilot AI Agent, 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 Multi Modal Omni-Channel Co-pilot AI Agent!

Topdon are anticipating a significant reduction in staff time and resource devoted to routine queries that the Multi Modal Omni-Channel Co-pilot AI Agent can handle with ease.

Topdon are are also looking forward to exploring how theMulti Modal Omni-Channel Co-pilot AI Agent and Azure AI Knowledgebase can be put to further use elsewhere in the business.

Future enhancements are also being added, such as AI powered personalised recommendations, direct dial Teams calling, and extending to further channels.

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