For a leading electrical-equipment and appliances magnate, Q3 has developed a ChatBot to help their employees and sales personnel, to keep themselves updated with information regarding sales, orders, targets, as well as a customized guided sales-route for each individual salesman.

Client Background

The client is one of the largest electrical equipment companies in India. The company has products ranging from home and kitchen appliances, lighting for domestic, commercial and industrial applications, LED lighting, fans, modular switches and wiring accessories, water heaters, industrial and domestic circuit protection switchgear, industrial and domestic cables and wires, induction motors, and capacitors among others.

The client is the proud owner of the most prestigious Indian brands in the electrical appliances industry with 23 branches/representative offices and over 6,000 professionals in more than 50 countries.

Industry Landscape

ChatBots can be very powerful when applied to simple sales cycles where the main purpose of the sales person is to either provide standardized information such as pricing, technical information, compatibility or to take the order. Top performing sales organizations tend to spend their time working on customer facing/front line sales activities and it becomes imperative for them to efficiently manage large data. Announcing a new relationship between human and Bot to create an experience for your customer enabling quick and reactive service empowered by tech but still with a human element is here to stay for a long time.

Opportunity

The client required an interactive and informative application feature which would provide real-time information and guidance to employees and sales-personnel on-the-go. That is, without the process of navigating through application pages (Android app activity pages), to find the exact information required, especially in a tightly time-bound situation, the employee/salesman could access precise information as quickly and efficiently as possible.

A ChatBot serves as the perfect amalgamation of being interactive and automated conversational interface that would provide any information, available anytime, answering or redirecting in an appropriate manner. The information relayed by the FAQ’s also do not sit perfectly for some real time scenarios.

Solution

With a versatile array of ChatBot frameworks at disposal and vast experience, Q3 designed and implemented a Sales-Enablement ChatBot to meet the utility and efficiency based needs of the client.

The ChatBot was developed on the Microsoft Azure Bot Service framework, using LUIS (Microsoft Cognitive Services) as the Natural Language Processing engine. The NLP engine was fed the user’s questions as input, which it then processed and segregated for intent-recognition and entity-extraction.

The ChatBot catered to a variety of searched questions from intents such as Salesman Sales Route with real-time guidance; Sales, Targets and Orders; Performance; etc. for each employee, respective team-members or an entire team. The responses to each question were generated in real-time using application-based APIs in the backend communicating with SAP and SFA systems. These APIs also used real-time data, such as user-data, date/time, location, for each employee/salesman pulled from the device on which the ChatBot was integrated.

For easy and quick access to the ChatBot, it was integrated in an Android app developed for all employees and sales-personnel. Voice search capability was added using Google STT library to provide users with more flexibility.

Business Impact

Easy and time-efficient access to information on-the-go. Real-time responses generated using real-time data from each individual’s device.
Effectively understands user’s questions using Natural Language Processing and responses are specific and customized for each individual. The information provided is versatile, covering a wide range of topics and questions
Interactive interface, user-friendly and convenient to view any information.