In recent years, the customer has experienced an increase in operating costs due to an increase in daily requests from end customers. Traditional chatbots have proven inadequate, providing inaccurate and incomprehensible answers, leading users to seek help elsewhere. Sytel Reply positions itself as a strategic partner to transform customer service practices with an innovative solution: a conversational digital assistant powered by AI.
Challenges
- Managing a diverse range of user issues and requests
- Tracking, categorizing, and collecting feedback on conversations, integrating with Oracle
- Maintaining conversation context for coherent responses, even in complex interactions
- Training the Chatbot to understand requests and provide precise answers from specific Knowledge Bases
- Monitoring conversations to identify and correct Chatbot errors in real-time
Solution
Sytel Reply solution features the creation of the Chatbot, an autonomous conversational agent using the GPT-4 provided by Azure OpenAI to interpret natural language. A dedicated Knowledge Base ensures accurate responses, with a training and tuning phase for optimization. The front-end, developed in React, integrates into customer area web pages, accessible via a pop-up. Users interact with the chatbot through predefined guided paths or free text input, offering both structured and flexible communication options.