Industry: ITES
Our client is a multinational technology firm based in India that provides enterprise-level digital transformation services and software to public and private companies in the UK, US, and India. By unlocking the potential of data, modernizing applications, and driving a digital advantage for customers, they help businesses navigate the digital landscape and stay competitive.
Business Challenges
The client had in place an outdated chatbot framework. They were using Microsoft Bot Framework version 3 and wanted to upgrade to the latest version. The older version in use is no longer supported by Microsoft. Their existing natural language processing (NLP) engine did not support the addition of new features.
The tech leader, in collaboration with Microsoft and Celebal Tech, undertook the project to upgrade their bot framework, optimize the NLP engine, and add monitoring services to enable round-the-clock chatbot services.
Solutions
Use Cases
The chatbot was used for varying functions, from HR, Finance to Payroll and Timesheets. The conversational interface was optimized to work with the following functionalities in each department.
Technologies Used
Business Impacts
The implemented solution modernized the bot framework of the tech firm, which enabled access to the latest features and improved bot performance.
With this upgrade, the chatbot could be used across multiple channels for a seamless experience. The optimized natural language processing of the chatbot enhanced employee engagement across departments. The analytics framework established by Celebal helped keep track and boost query performance.
The chatbot improved the user journey for the employees, enabling them to access information in a hassle-free manner.
The collaboration between the client and Celebal Technologies has been a resounding success, significantly enhancing employee engagement and providing real-time information.
