Client

A Mid-Sized SaaS Company

Goal

Develop a Generative AI-powered sales chatbot to assist the sales team in responding to client queries promptly and accurately. Objectives include reducing turnaround time (TAT) for client conversations and ensuring compliance with industry standards and regulations.

Service

Generative AI Integration
Data Categorization
Keyword Matching Algorithms
Compliance Training

Challenge

  • Sales representatives lacked technical knowledge to address complex client queries.
  • Increased response time due to manual search for information.
  • Risk of accidental disclosure of PHI-compliant or sensitive client data.
  • Inconsistent responses across industries.

Timeline

6 months and ongoing

Outcome

The chatbot streamlined client engagement with tailored responses and a centralized repository for project data. It also improved response accuracy and pitch effectiveness. Conversations became more efficient, reducing turnaround time by 50%.

Brief

The sales chatbot leverages Generative AI to resolve inefficiencies in sales conversations. By integrating data from past projects and incorporating compliance-specific information, the chatbot ensures accurate, relevant responses. It matches client queries with pre-existing solutions using keyword algorithms and parameterized data filtering.

Challenges

  1. Knowledge Gap: Sales representatives lacked insights into technical and regulatory aspects of solutions.
  2. Extended Response Time: Conversations were delayed as teams searched for relevant information.
  3. Compliance Risks: Manual sharing of project details risked breaches of sensitive client data.
  4. Fragmented Knowledge Base: No centralized repository for previous projects, features, or certifications.

Solution

The sales chatbot employs:

Generative AI Models: Integrated with OpenAI and AWS SageMaker for advanced natural language processing.

Keyword Matching Algorithms: Filters projects based on compliance, features, and technology stack.

Project Categorization: Organized database of past projects segmented by country, business category, and technology.

Compliance and Certifications Module: Ensures data security and compliance (e.g., HIPAA, GDPR).

Impact

  1. Faster Response Time: Improved TAT for client queries, with early pilot tests showing a 50% reduction in average conversation duration.
  2. Enhanced Accuracy: Tailored responses ensure alignment with client requirements.
  3. Compliance Assurance: Prevents unintentional breaches of client or regulatory guidelines.
  4. Global Scalability: Customized pitches based on regional certifications and market needs.