AI Chatbot: Implementation at Viwinco
We’re thrilled to announce the launch of Viwinco’s new AI chatbot, now available on our website! It is powered through YourGPT and it is designed to enhance the Viwinco customer service experience through in-depth dialogue and an expansive knowledgebase of our history and products.
Our customer service bot, aptly named “Viwinbot” is powered by GPT-4—the fourth iteration of the “Generative Pre-Trained Transformer” developed by OpenAI—and is proficient in contextual understanding, adaptability, and decision-making. While GPT-4 is used to power Viwinbot, bringing the bot to life was no easy task and required research and detailed training of our processes, products, and offerings.
Why AI?
The customer experience is a critical piece in the Viwinco business plan. While we have a relatively small customer service team, we wanted to improve the way we interact with customers online, who are looking to find information on our products or have a general question.
One of the primary advantages of a model GPT-4 chatbot is the in-depth and immediate customer experience that it offers. With AI, Viwinbot is capable of accurately handling requests in a conversation-based format. Previously, the chatbot had limited automation to sort requests, but mainly it was a manual process. While the new AI chatbot has its limitations, if there is something it cannot answer, it is designed to defer the user to our customer service department and provide the appropriate contact info.
Another significant benefit of Viwinbot, is that it offers round-the-clock availability. With the previous technology, the response time was during normal business hours, so if you reached out later in the day, you may not hear a response until the following morning. Now customers can get an immediate response at any time.
What Does it Know?
While GPT-4 AI models come with an innate knowledgebase of everyday inquiries, to fully tailor Viwinbot to us, we needed to train it. To train the bot, we gave it a wide variety of Viwinco material, including pages from our website and our own documentation. Much of the training material pertains to product information and customer frequently asked questions.
Once the bot was trained on Viwinco content, it was subjected to multiple rounds of testing to ensure accuracy and functionality. While the technology is still new, it has some limitations. Marketing, Sales, and Customer Service made attempts to “stump” Viwinbot with complex customer inquiries they had previously encountered in the field. Viwinbot passed these tests with flying colors, providing accurate and succinct answers. When Viwinbot encounters a situation where it wasn’t trained on content that was requested, it will defer the user to our customer service department to speak with a Viwinco representative. The bot is designed to be personable and quick with its responses to provide an improved level of service to our customers.
In Conclusion
Leveraging the advanced capabilities of GPT-4, Viwinbot is not only a testament to our commitment to technological innovation, but also to providing seamless, efficient, round-the-clock support to our customers. This is just one of the ways that Viwinco remains customer focused, allowing us to Be the Best window and door manufacturer. Since the Viwinbot is still new, its responses are being closely monitored and adjustments are being made daily. If you are interested in seeing how Viwinbot interacts with visitors, try it out for yourself by clicking the little icon at the bottom right-hand corner of the screen.
