AI-Powered Chatbot Revolutionizes Customer Service & Efficiency
Case Studies
Challenges & Solutions
Technical Environment
Results
Executive Summary
Client
Leading transportation provider
Industry
Transportation, Government
Business Problem
The company faced challenges in effectively managing a high volume of customer queries from a diverse user base, including children, students, and senior citizens. The existing support system struggled to provide timely and intuitive responses, impacting customer satisfaction and operational efficiency. The need arose for an advanced solution that could handle complex query patterns and deliver personalized support to enhance the overall customer experience.
Outcome
The development of the chatbot greatly improved customer service by providing instant, intuitive responses in German. It streamlined the handling of common queries and automated FAQs, leading to enhanced operational efficiency and increased customer satisfaction.
Challenges
- Identifying data patterns on Deutsche Bahn websites, particularly regarding Bahn cards.
- Web scraping the website to compile a dataset on Bahn cards.
- Reading the data corpus from YAML files.
- Splitting the data corpus into manageable chunks.
- Encoding the data chunks into vectors using the SBERT Model.
- Storing the vectors in the vector storage system, FIASS Model.
- Processing user queries and providing relevant responses in German.
Solutions
- Developed a customized user interface for the Chatbot, including a secure login feature.
- Implemented a feedback mechanism for continuous improvement of Chatbot responses.
- Assisted passengers with queries related to Bahn Card and promotional offers.
- Utilized a Large Language Model (LLM) for solutioning and training on various Deutsche Bahn products and services.
Technical Environment
- AWS, LLAMA2, FAISS Model, S-Bert Model, Weaviate Server, Chatgpt
Results
- 50% reduction in average response time for customer queries.
- 30% decrease in support team workload due to automation of FAQs.
- 24/7 support availability resulting in increased customer engagement and satisfaction.
