What was the scope of their involvement?
We worked together to create end-to-end decision trees and implement chatbot functionality into our site. They developed a web portal that gave us control over new bot development. They trained us to become self-sufficient and able to create our own channels and decision trees in the future. That was a big draw for us, since our business is constantly changing. Once we had everything in place, we could train the AI to run on its own, without a live user present.
They had all the code ready for us to implement into the platform. As they maintained multiple websites and streams, they found ways to include various components into each page. We made sure their code wouldn’t affect our existing colors or schematics and amalgamated their work into our existing frameworks. The code was high-quality, and they resolved any issues as they arose.
What is the team composition?
We worked very closely with Adam (Global Head of Projects, Human Pixel Pty Ltd), a project manager, and a BA.
How did you come to work with Human Pixel Pty Ltd?
The initial contact with them predated my time with the company. They were already maintaining our website through our previous marketing coordinator. We liked working with them, so approached them to build out our chat functionality.
How much have you invested with them?
The chat development equates to about $30,000 USD, and the website development put the whole project within a $50,000–$100,000 range.
What is the status of this engagement?
The project started around April 2016 and is ongoing. They were still developing chat functionality and were considering other financial services and credit reporting when I left the company at the end of 2018.
The initial release reduced incoming calls by 40%, and now over 50% of questions are handled directly by the functionality. Human Pixel Pty Ltd thoroughly documented the entire process and was communicative throughout. They consistently provided efficient, high-quality work.