ABI: An AI-Driven Responsive Bot for Seamless Multi-Channel Integration
Overview
Beroe is a global SaaS-based procurement intelligence and analytics provider. That has been providing intelligence, data, and insights that enable companies to make smarter sourcing decisions – leading to lower cost, reduced risk, and greater profits. Beroe has been a trusted source of intelligence for more than 15 years and presently partners with 10,000 companies worldwide, including 400 Fortune 500 companies. With the ABI AI bot, Bereo provides smart intelligence sourcing reports which help companies to make great sourcing decisions.
Technology Stack
Overview
Beroe is a global SaaS-based procurement intelligence and analytics provider. That has been providing intelligence, data, and insights that enable companies to make smarter sourcing decisions – leading to lower cost, reduced risk, and greater profits. Beroe has been a trusted source of intelligence for more than 15 years and presently partners with 10,000 companies worldwide, including 400 of Fortune 500 companies. With the ABI AI bot we provide the smart intelligence sourcing reports which help companies to make great sourcing decisions.
Technology Stack
Problems
Beroe launched Beroe LiVE.Ai™ to address several challenges faced by procurement professionals and organizations. The primary problems they aimed to solve include: – Lack of Real-Time Data, Complex Supplier Risk Management, Data Overload and Analysis, Fragmented Category Management, Collaboration and Communication Gaps.
Objective
The objective was to develop and enhance the Beroe LiVE.Ai™ platform to provide procurement professionals with real-time, accurate, and actionable market intelligence. By leveraging a robust technology stack, we aimed to address the key challenges faced in procurement, such as managing supplier risks, analyzing vast amounts of data, streamlining category management, and improving collaboration and communication.
Solutions
Here’s how we helped Beroe-ABI (LiVE.Ai™)
Multi-Channel Integration
We integrated the bot across multiple channels, including Webchat, MS Teams, Zoom, Slack, WhatsApp, and SAP, allowing users to interact seamlessly on any platform of their choice.
FreshWorks Integration
We connected the bot with FreshWorks services such as Freshchat and Freshservice. Freshchat facilitates one-to-one conversations with live agents and Freshservice helps create tickets for queries raised by agents.
Cross-Channel Continuity
Users can work simultaneously across different channels (Webchat, MS Teams, Zoom, Slack, WhatsApp, and SAP) and continue conversations seamlessly from one platform to another. A “Load More” button lets users view previous conversations across different channels.
Attachment Handling
We developed features that enable users to share and receive attachments, such as images and PDFs, via API responses. This enhances the bot’s functionality and user interaction capabilities.
Feedback Mechanism
We implemented a feedback button feature, allowing users to provide feedback on each AI-generated (GPT) response. This feedback is stored in our database and used to continually improve the quality of GPT responses.
AWS-SQS Integration
We integrated AWS-SQS services to send alert messages to users. Additionally, we generate weekly reports for SQS
activities, which are sent to clients via email to keep them informed.
Ratings and User Reactions
We introduced a feature to collect ratings and user reactions, generating daily reports sent to clients via email. This helps in monitoring and improving user satisfaction and engagement.
Multi-Language Support
We implemented a multi-language feature, enabling the bot to respond in the user’s preferred language, thus enhancing accessibility and user experience.
Downloadable Responses
We provided a feature to download GPT responses, especially when the responses are in a tabular format. This ensures that users can easily access and utilize the information provided by the bot.
Results
As a result of implementing Beroe Live.AI across multiple channels (Webchat, MS Teams, Zoom, Slack, WhatsApp, SAP), we have significantly enhanced the service delivery. Users now have 24/7 access to market intelligence and supplier risk analysis reports and data. The bot’s performance has improved by 30%, ensuring that user queries are responded to in a matter of seconds. This implementation has revolutionized our user experience, making critical information more accessible and ensuring swift and accurate responses to inquiries.
