Case study: the AI chatbot MANA

In the last year, the rise of artificial intelligence (AI) has revolutionised many fields. The implementation of AI in customer-facing applications has proven to be more successful. With the implementation of powerful language models such as OpenAI’s GPT, any company can now use a conversational robot on its website. In this case study, we will explore the advantages, implementation process and benefits of AI conversational robots and present an example of how Studio Mazzini successfully implemented their conversational robot called MANA.

The rise of AI chatbots

Traditional customer support channels often involve long waiting times, repetitive questions and limited availability. AI conversational robots based on advanced language models solve these challenges by providing immediate and personalised assistance. Conversational robots have advanced machine learning algorithms behind them to understand and respond to user questions and provide a fluid and efficient experience.

Benefits of AI chatbots:

1. 24/7 availability: unlike humans, AI chatbots can provide customer support around the clock, allowing businesses to satisfy customers in different time zones and cope with high volumes of enquiries.
2. Fast response times: with the ability to process large volumes of information in real time, AI chatbots can provide immediate responses, reducing customer wait times and increasing overall satisfaction.
3. Cost optimisation: by automating routine customer questions, AI chatbots can reduce the workload of human agents, allowing companies to optimise their support team and allocate resources efficiently.
4. Flexibility: AI chatbots can handle multiple conversations from multiple customers at the same time, without the need for additional human resources.

Implementation

We have successfully implemented our AI conversational robot, called MANA, using language models. The conversational robot can speak Slovenian as well as other world languages. The implementation process included the following steps:

1. Data collection:We have collected a variety of data on customer enquiries, including frequently asked questions, common problems and information about our services. This data was the basis for learning the chatbot.
2. Data preparation and cleaning: the collected data were carefully processed, removing any sensitive or confidential data. The remaining data was organised and structured to improve the training process.
3. Training the conversational robot: we used the GPT language model as the basis for the integration. With the data acquired during processing, the conversational robot learned to understand and generate responses tailored to our company’s services.
4. Testing and refinement: extensive testing and optimisation was carried out prior to launch to ensure the accuracy and effectiveness of MANE responses. We then iteratively refined the chatbot, continuously improving its performance and understanding of customer questions. We also carried out several security tests on MANE to prevent malicious use.

Benefits of implementing MANA chatbot:

1. Improved customer experience: MANA provides our customers with immediate, accurate and consistent support, improving their overall experience and satisfaction.
2. Saving time and costs: by automating an important part of our customers’ questions, we have reduced the workload on our team, thus making better use of time and resources.
3. Adaptability and flexibility: the MANA Chatbot can easily adapt to an increased number of customer queries, providing consistent and reliable support.
4. Added attraction: by implementing a chatbot, we have offered our customers functionality that is useful, fun and unique

The implementation of AI conversational robots such as MANA has transformed customer service in the digital age. These conversational robots offer many benefits including 24/7 availability, fast response times, flexibility and cost optimisation. By training conversational robots with relevant data, companies can provide personalised and efficient customer support.