TopDon

Copilot design and Cloud Portal integration Project, utilising Microsoft AI

The Requirement

Having engaged Superluminal to design and build a new CMS website and Cloud Portal for their official prospective vendor and distributor channels, the company's Founders and UK Sales Manager we're insistent on effective digital efficiency of a sign-up, onboarding and ongoing 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 increasing growth translates to an increase in sign-ups from new vendors or distributors, on-boarding those new users, and then supporting them within the Topdon Portal.

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 Microsoft Copilot: As a digital first business, Topdon UK utilises a key vendors and distributors portal that supports the ongoing needs of their growing client base in the UK. Unlike their Topdon Multi Modal Omni-Channel Copilot for non registered services via the eCommerce website, this aspect of the business is less complicated from a channel setup perspective, and only needs to be integrated with the Topdon Cloud Portal, also built by Superluminal. To align to that scope, Superluminal designed the solution as a Web based Copilot Agent Virtual Assistant. With Automated service to the hundreds of vendors and distributors, the Copilot Agent Virtual Assistant will orchestrate a number of key savings of 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 indexed the data into a RAG index and trained the Virtual Assistant AI Agent to recognise and answer key queries on that data. We added further bespoke data to handle standard domain queries beyond the base data, and added further custom data specific to questions the staff identified as typical on a day to day basis. We then assigned the Virtual Assistant AI Agent some personality with pre-built chit-chat which helps it to respond in a polite and helpful manner and handle queries made outside of the imported knowledge, again with generative AI. We then catalogued and added buttons and navigation logic to assist a user with other more sophisticated logic, multiple choice answers etc.
Hand off / Call feature: The Virtual Assistant 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 Co-pilot Virtual Assistant AI Agent queries and responses can be updated by the business, without assistance from Superluminal. The Cloud based UI also notifies an admin when queries have been made that the Co-pilot Virtual Assistant AI Agent is unable to answer so an admin can fill in the blanks to improve the experience for future visitors and automatically re-train the Virtual Assistant AI Agents core knowledgebase.
Rich Custom UI: Using data from the Topdon website, the Co-pilot Virtual Assistant AI Agent is built to respond with a rich UI, for example when surfacing a product, key data, images and a link to the product are displayed, as well as videos. On clicking the link in the Co-pilot Virtual Assistant AI Agent, the Portal or Website will then for example navigate to the product page on behalf of the user. The Agent can also surface pricing, support materials, product manuals, check serial number validity, and a host of other business driven fucntions that remove the mundane, and foster a self help capability for the Portal Users.
Pay as you go: Co-pilot Virtual Assistant AI Agents are billed on a pay as you go tariff designed for SME businesses, only paying for the data and CPU usage as and when the Virtual Assistant AI Agent is active.

The Project is scheduled for release Q1 2025.

Superluminal have designed a branded Custom UI for the Co-pilot Virtual Assistant 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 Co-pilot irtual Assistant AI Agent!

Topdon are anticipating a significant reduction in staff time and resource devoted to routine queries that the Virtual Assistant AI Agent can handle with ease.

Topdon are are also looking forward to exploring how the Co-pilot Virtual Assistant AI Agent and Azure 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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