GenAI Bot for subscribers to find answers for a Leading Travel Technology Firm in US
Overview.
Client’s current search capabilities are traditional keyword-based searches allowing customers to find answers to ‘How to’ questions. The travel agent receives too many results when searching for a particular piece of information, requiring reviewing multiple knowledge articles to locate the required info. While the Knowledge articles contain the information, many are long and require extensive review. Customers tend to get frustrated due to this and end up logging cases to support teams. Client’s existing chat channel does not have an AI based bot that helps in resolving customer queries and ultimately deflecting support cases.
The current system relies on basic keyword matching, leading to information overload when searching for specific details.
Travel agents are flooded with irrelevant results, requiring them to wade through numerous articles to find the required information.
Existing knowledge base articles are extensive, demanding significant time for agents to locate relevant details.
Solution.
Coforge provided a business solution by implementing Gen AI bot at the homepage, finder search and case creation page, and automated the pipeline to bring the Salesforce documents to GCP.
Two approaches were suggested to the client based on our analysis:
Leveraging No code GCP solution where all configuration parameters are easy to handle and creation of embeddings, vector store and choice of LLMs are handled by GCP GUI.
Build a customizable platform with a customized UI, where entire pipeline is built using Python SDK using Google matching engine.
Client preferred to go with the out of the box (No code GCP solution) for phase 1 and will leverage the customizable solution in subsequent phases.
The Impact.
Automated pipeline with 13K+ Documents translated to 11 supported languages
Automated Gen AI pipeline integrated with Scalable REST API. This will be integrated with client UI and chatbot.
