The natural language processing technology we used for this project was the Dialogflow ES platform. As Google Dialogflow specialists this was the natural choice for this type of chatbot project.
Chatseer provides the analytics and chatbot monitoring platform. Allowing our client to extract the relevant chatbot usage metrics and our team to maximise the chatbots effectiveness as quickly and efficiently as possible.
Brexit customs information chatbot available 24/7
One of the great benefits of a chatbot is the constant availability. Customer expectations are high expecting a quick response to enquiries. With CEECEE the information is available 24 hours a day even when there are no employees in the Customs Clearance Consortium office.
CEECEE can handle 240 + separate intents (separate enquiries) with multiple training phrases(utterances) for each one of these. Some intents can be answered simply whilst others needed a more complex approach to the conversation.
CEECEE remembers context and leverages entity extraction, asking further questions to provide more relevant answers and understanding standard country and custom route entities. For example handling route specific enquiries and extracting the relevant to and from countries as well as the route specifics so the chatbot can respond correctly.
The chatbot also provides Smalltalk and automatic spelling correction.
The chatbot is supported by a persistence layer to provide the correct route information dependent on parameters extracted from the conversation.
The key as always to a awesome chatbot experience is handling fall-backs gracefully and providing the functionality to hand over to human operators as needed.
CEECEE handles multiple complaint and contact request intents providing the ability to request further customer information and relaying the enquiry onto Customs Clearance Agents via email.
Fall-back mechanisms for misunderstood intents enable changing responses so users don’t get the dreaded repeat response “sorry I don’t understand the question”. Instead the chatbot changes its responses over 3 turns providing other options.
Training is ongoing with the CEECEE chatbot Leveraging machine learning we are constantly improving responses and adding new ones so that she is always getting smarter.
CEECEE is currently supporting the Customs Clearance Consortium agents.