A comprehensive solution featuring an intelligent chatbot automating customer service, improving conversions, and carrying out interviews, with options for further expansion.
Next-gen chatbot platform & HR tool
A chatbot platform for communication with customer service and HR recruitment automation
Project outline
The Client approached us with the intention of creating a multifunctional chatbot platform with two main goals. The first one to provide smooth communication between users and customer service. The second one to facilitate the work of HR companies by automating the recruitment process.
The business goals of the Client:
- The expansion of company portfolio by creating a completely new product to facilitate customer service and HR
- To lay the groundwork for possible future expansion of the software
- To enter the market with a multi-functional tool that would cater to a wider range of needs, which would increase the number of potential customers
About the client
The Client is an IT company with headquarters in Poland.
About the project flow
The cooperation was characterized by a customized management style designed especially for this kind of project. Two main methodologies were combined. Waterfall was used to divide the core modules into months while SCRUM was applied to deliver solutions through periods – after each sprint we had a version that we could evaluate and brainstorm further.
Additionally, UX analyses were performed throughout the entire project, allowing for the development of a convenient and highly accessible interface for all users. The communication during development was clear, consistent and on time.
Solution
System architecture
- AWS
- PHP (Symfony)
- JS
- WebRTC
- NLP (comprehend, lex, mysql)
- AI
- T2S & ASR (automatic speech recognition)
- WCAG AA+
- Mercure
- Docker + k8s + helm + cronjobs
- async messages + workers
The main functionalities of the platform that are important from the Client’s perspective
- Automation of services leading to potential cost reduction
- Easily design conversion paths
- Very easy management thanks to modular design, no coding needed
- Built-in interview templates and tests
- Simple and intuitive UI
- Performance metrics, including survey statistics, chat reports
The main functionalities of the platform that are important from the user’s perspective
- Improved customer service, access to customer service outside business hours
- Reduced waiting times thanks to automated preliminary interviews
The challenges we have overcome
The Client had an idea for the project, yet we were able to suggest modifications related to each of the 10 interconnected modules to improve the software. We went beyond standard patterns to look for the best solutions.
Does your company need a similar solution or would you like to go down an individual path?
We are ready for both!
