Customer service chatbot

Case study

Cognitive customer chatbot

Our client is one of the largest retailers in the world offering a wide range of premium products online. They were looking for a configurable customer service chatbot plugin for their online businesses.

Requirements

The client needed a platform-agnostic chatbot to handle typical (FAQ type), high-volume customer queries and enable customer service representatives to focus on high-value queries.

Challenges

  • The chatbot plugin had to be accessible across different platforms and websites, without making any changes to the architecture of the existing native mobile apps.
  • The UI theme and styling of the chatbot had to be configurable for each e-commerce website.

Solution

Imaginea came up with the idea of having a native-like chatbot plugin built using the React Native framework. This chatbot was designed to be integrated with any native application, with minimal setup. Styling aspects like brand-specific themes can be directly configured from within the native e-commerce application itself.

Tech stack

How our solution helped

Achieved ‘Multiple Canvas | Multiple Application’ with a React Native based chatbot plugin, built on Microsoft’s Open Framework, Adaptive Card.

Overall approach

We built the chatbot plugin, which can reside within the Native application, instead of being a typical, stand-alone React Native application. To communicate and share configurations and APIs, we created an interface between the native and the React Native realms by placing the react-native bundle in a native library project and broadcast the relevant APIs in the native programming language. This separation helped in scaling the plug-in across multiple applications. The following diagram illustrates the chatbot architecture:

The chatbot is capable of answering queries based on Natural Language Processing (NLP). We used React Native Adaptive Cards for rendering the chatbot responses in a rich and dynamic conversational interface.

Results

  • A single chatbot solution for all existing platforms, instead of developing individual chatbots for each native app.
  • Customer support representatives were able to focus on high-priority customer cases, leading to increased productivity and customer satisfaction.
  • Increased customer touchpoints due to dynamic card content.

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