The challenge: harmonizing customer experience and boosting online sales

A telecom company had a content-rich website: offer descriptions, general conditions, FAQ... However, its visitors didn't always know that promotions existed and struggled to find answers to their questions, resulting in too low conversion compared to the number of website visitors. At the same time, each call to customer service revealed sometimes contradictory answers depending on the agent, generating confusion and dissatisfaction. Management therefore wanted a digital tool capable of both directing visitors to promotional offers and guaranteeing consistent and standardized information for questions about different services.

Project objectives

• Increase redirection rate to the promotional codes dedicated page
• Improve engagement from the first online interaction
• Automate and standardize responses to frequently asked questions
• Offer a scalable solution, ready to absorb each new promotion

Novatix solution: an intelligent and scalable chatbot

Novatix developed and deployed its Nova bot solution, a public conversational chatbot, in pop-up, positioned as the first point of contact on the homepage. Rather than limiting itself to a basic answering machine, this bot relies on two sources: all static website pages (offers, FAQ, general conditions, ...) and a centralized PDF containing comprehensive Q&A. Content is ingested via an automatic natural language processing pipeline, vectorized, and indexed to enable ultra-fast semantic search.

Key features

• Instant responses to free questions ("fiber promo", "student discount", "5G rate")
• Contextual suggestions and auto-completions to guide from the first keystroke
• Automatic collection of unforeseen questions to enrich the knowledge base
• Smooth handoff to a human advisor in case of escalation

Technical implementation

Architecture and infrastructure

The chatbot is built on a modern, scalable architecture:

• Frontend: React-based chat interface with responsive design
• Backend: Node.js API with real-time message processing
• AI Engine: Custom LLM integration with RAG (Retrieval-Augmented Generation)
• Database: Vector database for semantic search and conversation history
• Hosting: Secure Swiss infrastructure with 99.9% uptime guarantee

Content processing pipeline

1. Data ingestion: Automatic crawling of website pages and document processing
2. Text preprocessing: Cleaning, normalization, and chunking of content
3. Vectorization: Transform text into semantic embeddings using advanced models
4. Indexing: Store vectors in optimized database for fast retrieval
5. Real-time updates: Automatic refresh when source content changes

Deployment and optimization

Pilot phase (6 weeks)

• A/B testing with 50% of website traffic
• Real-time monitoring of engagement metrics
• Continuous optimization based on user interactions
• Performance benchmarking against previous conversion rates

Full deployment

• Gradual rollout to 100% of website visitors
• Integration with existing CRM and customer service tools
• Staff training for human escalation scenarios
• Establishment of performance monitoring dashboards

Outstanding results

Dramatic increase in promotional engagement

• 300% increase in clicks to promotional pages
• 45% higher average session duration
• 25% improvement in overall conversion rate
• 60% reduction in bounce rate from homepage

Customer service optimization

• 40% decrease in routine support calls
• 90% consistency in information provided across all interactions
• 30% faster response time to customer inquiries
• Improved customer satisfaction scores by 35%

Operational efficiency

• 24/7 availability without additional staffing costs
• Automatic knowledge base updates reducing manual maintenance
• Real-time analytics providing insights into customer needs and behavior
• Scalable solution handling unlimited concurrent conversations

Advanced features and innovations

Intelligent conversation flow

The chatbot uses advanced natural language understanding to:

• Detect user intent from the first message
• Provide contextual follow-up questions
• Remember conversation history within sessions
• Adapt responses based on user behavior patterns

Promotional intelligence

Smart promotional features include:

• Dynamic offer matching: Automatically suggests relevant promotions based on user queries
• Personalized recommendations: Tailors offers based on detected customer profile
• Time-sensitive alerts: Highlights limited-time offers and creates urgency
• Cross-selling opportunities: Suggests complementary services during conversations

Integration ecosystem

Seamless integration with:

• Customer relationship management (CRM) systems
• E-commerce platforms for direct purchasing
• Analytics tools for performance tracking
• Customer service platforms for human handoff

Future enhancements

AI-powered improvements

• Voice interaction capabilities for hands-free usage
• Multilingual support for diverse customer base
• Predictive analytics to anticipate customer needs
• Advanced personalization using machine learning

Business expansion

• Integration with mobile app for omnichannel experience
• WhatsApp and social media messaging integration
• Advanced reporting and business intelligence features
• API development for partner ecosystem integration

Conclusion

This telecom chatbot implementation demonstrates how AI can transform customer engagement and drive business growth. By combining intelligent conversation capabilities with strategic promotional guidance, the solution achieved remarkable results that exceeded all initial expectations.

The project showcases the power of well-implemented AI technology to solve real business challenges while improving customer experience. The scalable architecture ensures the solution can evolve with changing business needs and customer expectations.

Ready to revolutionize your customer engagement with an intelligent chatbot? Our Nova bot solution can be customized for your specific industry and business objectives. Contact our AI consultants to discover how we can boost your online conversions and customer satisfaction.