Personalized User Query Responses
Easy Management & Scalability
Reduced Time & Efforts
The customer is one of the largest airline carriers. Their current virtual agent is placed as a widget on the company website to automate query resolution around flight status, chauffeur booking, baggage allowance, and refunds.
The virtual agent is integrated with four backend systems; CMS system, flight status system, PNR and ticket system. The solution is designed such that Genesys acts as the orchestration layer, and Dialogflow identifies the intent and entity while the response generation takes place in Microsoft Bot Framework. Virtual agent wasn’t able to handle the customer queries accurately. The customer wanted to review the conversational and visual components of the virtual agent, along with a deep dive of the Dialogflow and Microsoft Bot framework design and functioning of the agent. The customer also wanted to identify the best practices for building the virtual agent and provide suggestions on optimizations as well as team skill set and industry standard practices that should be incorporated to improve the solution.
Quantiphi analyzed and reviewed the virtual agent on the following four major pillars:
1. Dialogflow Design
2. Microsoft Bot framework design
3. Conversation Design
4. End-to-end code review
We created multiple solutions for demonstrations and helped the customer improve their accuracy and enable a rich user experience. A complete report was created based on the Industry Standard best practices followed to develop the virtual agent. Also, we designed optimization techniques and evangelized suggestions to incorporate the best practices wherever applicable and necessary. Finally, a complete review of the virtual agent was captured in an industry standard documentation and an agent training optimization process was developed for the customer’s perusal.