Power Virtual Assistant 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
Power Virtual Assistant: 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 Top Don Omni Channel AI Bot for pre sign-up service via the website, this aspect of the business is less complicated from a channel setup perspective,
and only needs to be integrated with the Top Don Cloud Portal, also built by Superluminal.
To align to that scope, Superluminal designed the solution as a Web based Power Virtual Assistant. With Automated service to the
hundreds of vendors and distributors, the 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 imported the data into a knowledgebase and trained the Virtual Assistant to recognise and answer key queries on that data. We added further bespoke data to handle standard domain queries beyond the imported information, and added further custom data specific to questions the staff identified as typical on a day to day basis. We then assigned the Power Virtual Assistant 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. We then catalogued and built buttons and navigation logic to assist a user with multiple choice answers which is key in a Power Virtual Assistant.
Hand off / Call feature: The Power Virtual Assistant 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 Power Virtual Assistant 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 Power Virtual Assistant is unable to answer so an admin can fill in the blanks to improve the experience for future visitors and automatically re-train the Power Virtual Assistants core knowledgebase.
Rich Custom UI: Using data from their website, the Power Virtual Assistant 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.
On clicking the link in the Power Virtual Assistant, the Portal will then navigate for example to the product page on behalf of the user.
Pay as you go: A Power Virtual Assistant is billed to the client on a pay as you go tariff designed for SME businesses, only paying for the data and CPU usage as and when the Power Virtual Assistant is active.
The Project is scheduled for release Q2 2024.
Superluminal have designed a branded Custom UI for the Virtual Assitant, 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 Power Virtual Assistant!
TopDon are anticipating a significant reduction in staff time and resource devoted to routine queries that the Virtual Assistant can handle with ease.
TopDon are are also looking forward to exploring how the Virtual Assitant 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.
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