Chatwise.io

BACKGROUND

Please describe your company and your position there.

IT Manager responsible for complex multi-stakeholder projects at BMW Group.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Al Summers Media?

We hired Al Summers Media to build a customer support chatbot that manages, schedules and distributes users' infrastructure change requests. In the first milestone the firm was tasked with designing a user interface of the bot, developing an engaging conversational chatbot script and building a fully functional mock-up to previously defined specifications. During the second milestone, they help us develop an AI agent to process and automate certain tasks.

What were your goals for this project?

We wanted to automate tedious processes that until now have been carried out via emails. This was a huge overhead for us. We decided to go for a chatbot with Natural Language Processing capabilities to filter out tasks and change requests that can be categorized, stacked and divided for further postprocessing.

SOLUTION

How did you select this vendor?

We sent out requests for proposals to several companies we've identified. Al Summers Media was by far the most professional in understanding our needs, and sending back a proposal that addressed our needs.

Describe the project and the services they provided in detail.

1. Chatbot user interface design and dialogue flow development
2. Development of an engaging chatbot conversation script based on our input and specifications
3. Chatbot programming that included building an on-site solution (due to data privacy)
4. Implementation of a complex NLU algorithm and chatbot integration with some of our internal services
5. A/B testing and regular feeback loops for improvement

What was the team composition?

We collaborated with one engineer and one project manager in a way that truly felt like they were part of our team.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

Since the solution was a proof-of-concept, we've primarily benefited by learning new ways that improve efficiency, automation and communication within our domain. We'll apply those findings in the further chatbot projects for sure.

How was project management arranged and how effective was it?

We had daily updates and weekly demo calls to review progress. We reviewed code in a shared git repository and collaborated well on defining the scope with regards to spec and design. Al Summers Media employees were very diligent and a pleasure to work with.

What did you find most impressive about this company?

We're impressed with their attention to details, execution speed, and overall communication during the project.

Are there any areas for improvement?

No