Omnichannel Bot Conversational System
A platform consulting and solutioning project for a global insurance leader to build a consolidated, omnichannel chatbot solution that offers a consistent experience across web, mobile, and on WhatsApp.
Omnichannel Bot Conversational System
A project to establish a global technology hub for a global retail platform leader with guilds and communities of practices.
Objectives
- Build an omnichannel conversational system for FAQs, Business Intelligence, IT Service Management, and Knowledge Management.
- Integrate with existing backend business systems.
- Reduce call center service requests by 20%.
Challenges
- Lack of engagement on mobile apps beyond annual insurance renewals, and hence low downloads.
- Separate chatbot solutions for web and mobile.
- No integration with WhatsApp as the new channel of engagement.
- Omnichannel experience with a single integration layer to existing backend systems.
Solution
Implemented 10+ services on WhatsApp, with a consistent solution on web and mobile.
Built solution on top of other Conversational AI products.
Customization and integration with the customer’s existing insurance systems.
Optimized for future expansion up to 10X.
Planned integration with ChatGPT.
Outcome
10% cost
savings due to
automated
services
savings due to
automated
services
10% reduction
in customer
service calls
in customer
service calls
20% service
requests through
WhatsApp
requests through
30% improved
customer
engagement on
WhatsApp
customer
engagement on
Technology
Conversational AI products, such as Google Dialogue flow
Java, Node.js, MySQL
Java, Node.js, MySQL
