Chatbot system for Customer Support

Client: A leading e-commerce platform.

Challenge: Managing diverse user intents, seamless integration with internal systems, handling rapid message inputs, ensuring data privacy and security, and understanding customer frustration.

Solution: ZONE3000 implemented a chatbot system featuring:

• • Message sequencing optimization
  • Intent recognition
  • Retrieval-Augmented Generation (RAG) techniques
  • Data integration
  • GDPR compliance and security
  • Guardrails framework
  • Social engineering detection

Technology Used: RAG, SQS logic, Guardrails.ai framework, Tokenization of PII approach, Contextual search, Finite-state machine.

Result:

• • The chatbot successfully managed 24% of customer inquiries without human intervention.
  • Reduced live support time by approximately 20%.
  • Improved operational productivity by automating routine queries.