Enhancing Customer Service with an Intelligent Virtual Assistant
Client
For over a century, our client has been a global leader in lighting solutions, illuminating the world with innovative and sustainable technology.
Challenge
Our client sought to enhance their customer experience by providing instant, accurate information about their extensive product range and services.
They needed a solution that could:
- Efficiently deliver product details, services, content, and downloads to customers, website visitors, and internal teams.
- Improve customer engagement through accurate recommendations and suggestions.
- Assist customers by providing detailed information, relevant articles, and links.
Our Approach
First Line Software developed a GenAI-powered virtual assistant to meet these needs.
To solve the requirements, we decided to use Generative AI with LLM (large language model) augmented with grounding information. Grounding information is prepared based on the company’s product catalog, use cases, and other information exposed by the company’s web presence.
This approach is known as RAG – Retrieval Augmented Generation. At FLS we have developed a base architecture and set of components named Advanced RAG for Organizations (ARGO). It adds to a common RAG set of functions needed to address commercial organizations‘ requirements, in particular:
- Guards to prevent improper responses
- Improved grounding to prevent hallucinations
- User intent analysis to deliver highly relevant responses
The Client solution was implemented using the First Line Software ARGO architecture.
Our approach involved:
- Data Preparation: Gathering and structuring context data from various sources, including product links, catalogs, and case studies. This data was then converted into vector embeddings for efficient retrieval.
- GenAI Model Training: Utilizing advanced language models to understand user queries and provide accurate, customized responses.
- Intelligent Agent: Implementing an agent to analyze user questions and determine the best response, ensuring smooth and efficient interactions.
- User-Centric Design: Defining user workflows and developing prompts that align with how customers naturally seek information.
- Future-Ready Integration: Designing the virtual assistant with future integration capabilities in mind, such as connecting with Salesforce for enhanced customer relationship management.
Solution
The virtual assistant provides instant access to information. Customers can quickly find technical specifications, design files, and detailed product overviews. With its ability to understand user queries, the virtual assistant offers personalized recommendations. An intelligent agent ensures smooth, efficient, and overall improvement of user-friendly interactions.
Features
- Interactive chat interface: Implemented directly on the client’s website for easy access.
- GenAI-powered responses: Leverages advanced language models for accurate and relevant information.
- Personalized recommendations: Provides tailored suggestions based on user queries.
- Efficient data retrieval: Utilizes vector embeddings to quickly access relevant information.
- Intelligent agent: Analyzes questions to determine the best response.
- Scalable and future-ready: Designed for integration with other systems like Salesforce.
Outcomes
The solution delivered significant benefits, including:
- Enhanced Customer Experience: The virtual assistant provides instant, accurate answers to customer inquiries, improving satisfaction and engagement.
- Increased Efficiency: By automating responses to common questions, the virtual assistant allows internal teams to focus on more complex tasks.
- Improved Accessibility: Customers can access information 24/7, regardless of their location or time zone.
- Personalized Recommendations: The virtual assistant enhances product discovery and increases sales opportunities by providing tailored suggestions.
- Scalability: The virtual assistant is designed to handle a growing volume of inquiries as the client’s business expands.
- Data-Driven Insights: By analyzing user interactions, the virtual assistant provides valuable data that can be used to improve products, services, and content.
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