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Customizing an Artificial Intelligence Chatbot

AWS
JavaScript
Node.js

Description

A global provider of customer support solutions turned to Altoros to customize an artificial intelligence bot to business-specific needs of its enterprise clientele.

The customer

The customer is a leading provider of communication and conferencing, identity and access, as well as customer engagement and support solutions. Founded in 2003, the organization is one of the world’s top 10 public SaaS companies. Headquartered in Boston, the customer has offices in North America, Asia, Europe, and Australia.

The need

The customer had an artificial intelligence chatbot that provided user support 24/7. As the company served numerous enterprises from different industries, the chatbot had to be customized to business-specific needs.

Collaborating with Altoros, the customer sought assistance in tailoring the chatbot to particular workflows of each organization, as well as delivering some performance improvements.

The challenges

Under the project, the team at Altoros had to address the following issues:

  • Due to security reasons, enterprises must obtain full control over authorization with credentials (logins and passwords) not visible to anyone outside their organizations.
  • Internet Explorer is limited to 3–5 WebSocket connections, while the chatbot needs 5+ such connections to establish communication with the browser.
  • It was important to achieve code uniformity, thus facilitating the delivery and maintenance of customizations.

The solution

With AWS API Gateway, engineers at Altoros granted full control over authorization credentials to enterprises. By tweaking WebSocket connections, our developers ensured chatbot’s compatibility with all the browsers. To achieve code uniformity, team at Altoros built a command-line interface from scratch further utilized for development purposes. In the course of the project, our engineers delivered the following customizations to tailor the chatbot to business-specific needs of each organization. A worldwide provider of pharmaceutical and consumer packaged goods wanted to establish visibility across the tasks associated with customer support. By integrating the chatbot with ServiceNow, developers at Altoros made it possible to manage the current tasks and monitor their status. A global manufacturer of imaging and optical equipment had hundreds of models across its product portfolio, each with a unique modification name. When looking for a specific model, the customers might type its name incorrectly (wrong capitalization, missing letters/numbers, etc.). To ensure valid response on user requests, our engineers improved the chatbot’s search algorithm. In addition, experts at Altoros tuned Lambda functions to provide search results in less than 3 seconds. A worldwide healthcare provider had multiple departments responsible for a particular customer support workflow. Our developers made it possible to display 3 different chatbots—connected to relevant workflows—on the same web page. Finally, the team at Altoros delivered technical specifications on each customization.

The outcome

Partnering with Altoros, the company was able to tailor its artificial intelligence bot to business-specific needs of leading service providers in healthcare, retail, and manufacturing industries. With the delivered improvements, enterprises can now ensure ultimate customer support 24/7. Thanks to a developed command-line interface, the company also achieved code uniformity, thus facilitating the delivery and maintenance of customizations.

Technology stack

Platform

AWS

Programming languages

JavaScript

Frameworks and tools

Node.js, AWS Lambda, AWS API Gateway, jQuery, ESLint, Mocha, Jest, Bold CLI

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