Concord Direct - Chatbot

I led an initiative to enhance customer engagement for this non-profit by integrating Google's Natural Language tool, Dialogflow with their CRM system, HubSpot, enabling personalised AI-driven interactions. Effective coordination between internal teams and the client, supported by strong governance, ensured success.

Business analysts defined key processes and KPIs, while our GenAI Tech lead built the solution. We implemented thorough testing to address AI hallucinations and integrated seamlessly with existing systems.

The chatbot converses with customers using personalised responses covering topics including product and basic FAQs. More difficult inquiries are routed to a human support assistant.

This project is projected to reduce response times from 4 hours to 30 minutes, leading to a 25% increase in customer satisfaction.