Dialogflow chatbot - from business goal to digital service in less than two quarters

Length of the project: 5 months
Industry/ segment: BPO / Contact Center / Call Center
Technologies used: Dialogflow CX, Google Cloud Platform
Service type: Professional Services for PoC - Architect and Build Highlights: AI
Location: Fully remote

About the company

Conectys is a Business Process Outsourcing company (BPO) that delivers services from 12 sites across the globe since 2004. Operating in 35+ languages with more than 3,000 employees, the company provides outsourced call centers, content moderation services, and digital-first solutions to hyper-growth companies. They also provide moderators and team leads with strong training in regulatory knowledge so they can help guide clients through changes within their business. They really value client’s needs and dreams and strive to always surpass their expectations.

Innovation makes the leaders of the game

Conectys serves clients from a variety of industries including social media, gaming, e-commerce, and hospitality. To keep the momentum of its ongoing growth and success, the company is focused on innovation by building digital-first tools and solutions based on the latest technologies. With top-notch customer experience always top of mind, Conectys developed cost and process optimization services by introducing Robotic Process Automation (RPA), Conversational AI, and Chatbots in their offering, all based on leading Cloud technologies such as Google Cloud Platform or UiPath.

After a thorough market analysis, the Conectys product team identified that to further improve customer support services, their clients would benefit from a chatbot that is easy to configure and provides an excellent experience. The choice fell on Google Dialogflow, a lifelike conversational AI with state-of-the-art virtual agents built on the Google Cloud Platform. Dialogflow is a natural language processing platform that makes it easy to design and integrate a conversational user interface into a mobile app, web application, device, bot, interactive voice response system, and the list goes on. Using Dialogflow, Conectys can now provide new and engaging ways for users to interact with their product. Dialogflow can analyze both text and audio input from Conectys customers, including phone or voice recordings. It can then respond to customers either through text or with synthetic speech.

Fast track from ideation to collaborative implementation

To get from idea to realization as quickly as possible, Conectys was looking for a local partner that had a long-standing relationship with Google. Collaboration with Revolgy, a Premium Google Partner with 20+ years of experience, proved a good choice to build the first PoC and gather technical knowledge under a short timeframe.

“We were aware of the high-level capabilities of the Dialogflow service, but we knew the project can only be successful if we work together with Google and with one of their trusted Partners. Revolgy stood out of the crowd, and we are really pleased with the outcome.”

Andrei Gheorghiu, Head of Digital Practice at Conectys

The project was kicked off at the beginning of 2021 and the Proof of Concept was delivered at the beginning of May 2021, in line with the initial project plan of a 10-week delivery.

One of the key milestones was the analysis of the existing process and interaction scenarios and then building the AI patterns and flows on this established business knowledge and experience. Since Conectys didn't have experience with chatbots or AI solutions, the company decided to work in a hybrid team model including in-house and Revolgy engineers, by which they would not only save time on development, but the internal team would have the opportunity to learn and internalize the technology needed to further develop and maintain the final solution.

“The Revolgy team understood our needs and considering this was our first interaction with Google Cloud Platform, we agreed to work in a hybrid team to ensure a proper transfer of knowledge to our development and deployment teams.”

Andrei Gheorghiu, Head of Digital Practice at Conectys

The Conectys team took the role and responsibility of building the business scenarios and logic the agent flows are based on, meanwhile the Revolgy team worked on the configuration of Dialogflow on Google Cloud Platform. The transfer of knowledge and best practices happened as an ongoing process from the earliest stages of analysis and implementation until the final handover of the POC.

“The project all-in-all went well. We managed to cover everything that would enable us to be reactive and efficient when we reach out to our customers with this service.

Radu Dumitrescu, Digital Consultant at Conectys

Smart chatbot solution on high-end technology

In less than two fiscal quarters, Conectys gained a high-end AI solution and a well-configured Google Cloud Account. The Conectys Chatbot POC proved to be a success, passing UAT with flying colors and is now going through validation analysis with Conectys customers. As an extra perk, Conectys now have a properly set up GCP account and received comprehensive documentation that will help build new Dialogflow projects and deploy multiple chatbots within the company and roll them out to external users as well in the future.