The client had a unique challenge, they needed a solution to handle customer service inquiries while also creating an engaging and entertaining experience for website visitors. Employing a traditional, human-monitored chatbot was not practical, as it would require constant staff oversight.
Two different types of chatbot solutions were explored. The first involved uploading pre-defined questions and answers, and the AI chatbot would analyze visitor queries and provide responses based on its product knowledge. The second option was a more advanced ChatGPT-type chatbot that could learn from the internet to deliver accurate answers. Ultimately, the decision was made to implement the first type of AI chatbot. This choice was influenced by the project's initiation in late 2021 when ChatGPT-like AI was not as widespread. At that time, the most advanced AI chatbots available were Pandorabot and BotLibre.
Furthermore, an exciting development was in progress. The team was actively working on implementing a real-time live chat feature that would enable the client's staff to use the 3D character on platforms like Facebook and X (formerly Twitter). This innovative live chat system would incorporate facial recognition and gestures, allowing for a more immersive and interactive customer service experience. These advancements represented a significant leap in enhancing customer engagement and streamlining support services.