Cognitive-powered Conversations for Train Travelers

Synopsis

The client, a leading IT service provider in Europe, required a scalable platform for improving user experience. Coforge implemented a conversational platform that was cloud-based and scalable. The solution provided a platform front-end and a user front-end and channel integration with AI-powered chatbots. Conversational AI Platform provides the basis for implementing chatbots and voice assistants as well as voice services for the client. The Conversational AI Platform is also part of the AI platform and also a part of the platform strategy - one of the central pillars of the client of the client's digital strategy. The platform delivered was compliant with all regulations and security policies of the client.
 

About the Client ​

The client is an information and telecommunications services provider to a European railway company. Coforge works closely with the client on IT and infrastructure projects of the railway company.
 

Our Solution

Our goal was to enable new business models, innovations, and optimization in the core business through conversational AI-supported applications. The basis for this was the conversational AI platform on which we operated these applications and provided clients with standardized services at the push of a button.

The solution was delivered as a cloud-based, scalable platform that complied with strict data protection policies and IT security requirements of the client. To allow flexibility in our work and to use the best service available, Coforge considered AI services from various service providers depending on the application.

Platform front-end

With the platform front-end our clients are presented with the following options:

• Training and maintenance of chatbots and voice assistants as well as an FAQ upload function
• Live chat front-end to directly process transfers from the chatbot, with an optional live chat connection
• Text-to-speech front-end, which converts text input into audio files (.wav format)
• A KPI dashboard for the chatbot project on which all relevant user data is viewed and evaluated
   

User front-end and channel integration

• Our chatbot services are presented as a separate channel, for example,  webchat or app, or in existing programs, apps, and websites. The chatbots are integrated with messenger services such as Apple Business Chat or WhatsApp Business Chat.
• Voice services can also be directly linked to existing applications or used from the platform.
   

Advantages to end-users

• Increase in employee satisfaction by reducing workload and focussing on issues that require intensive advice
• Stable application on account of rapid and need-based scalability
• Targeted 24/7 real-time availability
• Applications capable of learning through training geared toward user needs
• Integration into channels already familiar to users
• Efficient processing of user concerns through a provision for automated information

Delivering More Value

• Increased customer satisfaction
• Uniform appearance on account of standardized and coordinated design
• Faster time-to-market because of the use of existing technical infrastructure
• Integration with the existing IT landscape and processes
• Quick response to changing customer questions
• Development of new communication channels or integration into existing channels
• Shifting contacts from expensive to cost-effective channels
• Access to experts, suitable business partners, and experience
• Offshore-Onsite Engagement: Coforge’s vast experience of setting up the right set of offshore-onsite processes was utilized to redesign the collaboration processes which drastically improved the delivery schedule. The offshore team’s functional competencies ensured that gaps in the requirement were caught during requirement discussion avoiding expensive rework later