Сonversational AI for business processes automation
The Customer:
Our customer is a prominent mobile application company in the lifestyle domain with a diverse portfolio that includes apps focusing on nutrition, workout, education, and wellbeing.
Our Approach:
The GlobalCloudTeam approached this problem by first training a language model using the customer data to assist users on varied topics. Following this, a distinct flow was implemented and tuned specifically to manage cancellations and refunds, aligning with the customer’s business operations.
A critical part of the solution included developing a retriever model that connected with various databases containing vital information such as prior conversation history, user status, transaction history, and payment methods used. Furthermore, a separate conversational AI was trained to maintain the consistency of the brand’s voice within support operations.
The Challenge:
The customer faced a difficult challenge with their cancellations and refunds process. It involved identifying user refund requests, routing these inquiries to an appropriate customer support team, and searching for relevant information across various databases for user status, latest transaction details, and other necessary data. The goal was to automate this process, thereby dedicating preparatory work to automation, and leaving the final resolution to human employees.
Results:
The project was completed flawlessly over a span of two months. The implementation of conversational AI brought about significant improvements to the resolution time for these types of inquiries and notably enhanced the overall customer experience.
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Team
We have extensive experience in the development of highly scalable robust distributed platforms. As an example, the largest project was developed by multiple collaborating Outstaff Teams within GCT employing over 70 engineers.
The developed financial services platform supports up to 5 thousand updates per second and serves millions of end-users.
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