Sony Middle East and Africa, decided to adopt an AI solution to automate customer queries across UAE, KSA & Africa. The brand decided to deploy a chatbot to handle customer interactions across 4000 SKU’s, on the Sony MEA social media platforms.
The challenge was to address a large volume of enquiries across their social media platforms about products, recommendations, service centres, authorised distributors/retailers and promotions.
The objective for Blue Logic was to develop & design a chatbot that would support customers in the main regional languages i.e. English, Arabic & French.
The chatbot would be trained to provide information on:
Blue Logic Digital, designed a chatbot with an interactive user experience that included both guided & open conversations. The conversations were customised for each language through Google Dialog Flow.
Entity extraction played a crucial role in the development of this bot, due to the extensive range of products & the various sub-categories that fall under them. The development team along with our in-house conversation designers, created multiple base-level data sets by identifying all the frequently asked questions. Each of these data sets helped in building the various machine learning components as well as tracked intents & responded to users based on the training.
Blue Logic delivered a chatbot with:
Thorough research, a well-defined user journey & interactive engagement helped reduce the brand’s online queries by 50% as it helped the customer service team to focus on more streamlined queries, which the bot was not able to handle. Blue Logic also constantly monitors bot responses to customers aiming at reducing failures or understanding further areas for improvement.