Improving our highways with a customer facing chat bot to support self-serve
About this project:
Design and deliver a customer facing chat bot to increase efficiencies and increase user experience.
"This project was out standing and truly saved thousands of pounds. When Vadim was offered - and happily accepted -the role he was offered it was the icing on the cake!"
Marie May
Head of Nurture
- Reach out to Marie to find out how Nurture can help your business to achieve goals
Executive Summary
Chat Bot | Prioritisation of Resource
Objective:
The team’s objective was to design and deliver a customer-facing chatbot, progressing the concept from qualification through to the development of a Minimum Viable Product (MVP).
Solution:
Using Microsoft PowerApps and Dataverse, the student collaborated well with the team and developed a chatbot that enabled website users to self-serve information requests.
Results:
The chat bot is now live and delivering real value to users.
- Helps identify young talent with the enthusiasm and drive that we look for in a new recruit.
- Interns blend with existing teams and supply chain creating an excellent work dynamic.
- Data-driven benefits and a rewarding programme that helps young talent kick-start their careers.
Challenge
Solution
Outcome
As part of Eden Smith’s Nurture cohort with the University of Salford, Vadim was selected to complete a live project with National Highways.
The project brief was to design and deliver a customer facing chat bot. The team were tasked with getting the project from the qualification stage to the end of the “Build Minimum Viable Product” stage.
Improving user experience whilst freeing up resource
The team used Microsoft PowerApps & Dataverse to build the chat bot and enable users of the National Highways website to self-serve their information requests, freeing up the phone lines for customers with more significant issues.
Self-serve information increases productivity
During his 3 month internship, he laid the foundations for a customer focussed chat bot that saved the institution thousands of pounds. This approach reduced strain on customer service lines by diverting routine queries away from human agents, allowing staff to focus on more complex or urgent customer needs.
So impressed were they with the student that he was introduced to the CEO, Nick Harris, and offered a role as a full time contract as a Data Scientist. He has gone on to stabilise, productionise and the product is now live!
