Solution
- Initiated with a proof of concept, demonstrating the effectiveness of generative AI in engaging customers and qualifying leads.
- Developed a custom generative AI chatbot, utilizing AWS for a robust and scalable cloud infrastructure.
- Tailored the chatbot to accurately reflect Perform[cb]'s brand voice and service offerings, with specific attention to compliance and security needs.
- The solution was developed swiftly over three weeks, using TerraForm for infrastructure deployment
- The solution is integrated with Perform[cb]'s existing data sources to provide accurate and helpful responses to user inquiries.
Implementation began with initial scoping to align the chatbot's functionalities with Perform[cb]'s objectives, followed by the development of the chatbot using AWS services for a seamless integration into Perform[cb]'s existing website infrastructure. Development was conducted in a sandbox environment to refine the chatbot's responses and ensure its reliability.
The solution comprises a chatbot accessible via Perform[cb]'s website interface, engaging visitors with a friendly and intuitive chat window. This chatbot utilizes GenAI to understand diverse customer inquiries, ranging from service details to pricing structures, and provides personalized responses based on Perform[cb]'s curated knowledge base. The infrastructure supporting the chatbot has been deployed using Terraform and data sources include Perform[cb]’s website and internal documentation, stored within Amazon S3. When a visitor interacts with the chatbot, their query hits an Amazon CloudFront endpoint that engages with Amazon API Gateway to facilitate communication with the orchestration Lambda API. Data is pulled using Amazon Kendra from Perform[cb]’s data sources, and Amazon Bedrock is utilized to facilitate natural language interface.
The solution is equipped to log interactions for analysis, helping refine strategies and responses over time. Customization included programming the chatbot to understand and respond to specific queries related to Perform[cb]'s diverse payment structures and services.
The chatbot is also intended to seamlessly integrate with Salesforce and its Marketing Cloud Account Engagement software, enabling a direct handoff of qualified leads to the sales team, thereby enhancing the lead qualification process and potentially increasing conversion rates. This strategic implementation of GenAI positions Perform[cb] to revolutionize its digital engagement approach, aligning closely with their innovative marketing solutions and business growth objectives.