Case Study: Building a Custom Chatbot Platform (PAAS)

Technology Used:

NodeJS
ReactJS
Google Dialogflow
Microsoft Bot Framework
Facebook Messenger
Google Tag Manager
Google Analytics

Introduction:

In today’s fast-paced business environment, companies need to find new ways to improve their customer service and streamline their operations. One solution that has gained popularity in recent years is the use of chatbots. Chatbots are computer programs that can engage in conversation with customers and provide them with helpful information and assistance.

Background Information:

Equifax and the Alcohol and Drug Foundation were two companies that were in need of a chatbot solution to improve their customer service and streamline their operations. Equifax, a global information solutions company, wanted to reduce their customer service call volume and improve their customer satisfaction. The Alcohol and Drug Foundation, a non-profit organization, wanted to improve the way they handle requests for information and assistance.

Proposed Solutions:

To meet the needs of Equifax and the Alcohol and Drug Foundation, a custom chatbot platform (PAAS) was developed. The platform was built using NodeJS, ReactJS, and several other technologies such as Google Dialogflow, Microsoft Bot Framework, Facebook Messenger, Google Tag Manager, and Google Analytics. The platform has a super admin login with all tenants and the ability to manage individual modules for the tenants.

The platform has a chat interface for human to human chats, an automated chatbot with Artificial Intelligence models trained for companies such as Equifax and the Alcohol and Drug foundation. The platform has several features such as reporting, chat with agent view, chat with bot view, pick up chat currently with a bot, see chats assigned and waiting, web integration widget customisation, welcome messages, message tagging, intent mapping, bot name, on hold feature, availability times, public holiday, daylight savings, message retention, PII clearing after a certain period, user management, canned responses.

Recommendations:

The chatbot platform proved to be very successful for Equifax and the Alcohol and Drug Foundation. The chatbot handled more than 1,000 conversations/users per day without human involvement for Equifax (representing 7 times the number handled by humans) and for the Alcohol and Drug Foundation, handled more than 150 users per day. The chatbot significantly reduced customer service queries, reducing call volume for Equifax and for the Alcohol and Drug Foundation reduces the number of request emails by sending people to the right information on a website with thousands of pages.

Review:

Overall, the custom chatbot platform (PAAS) proved to be a valuable solution for Equifax and the Alcohol and Drug Foundation. The platform was built using the latest technologies and provided several features that helped improve customer service and streamline operations. The chatbot handled a high number of conversations/users per day without human involvement and significantly reduced customer service queries. The platform was highly successful and provided fast and accurate responses to users.