Project Overview

The E-commerce Chat project, developed by Digiclarity, provided a comprehensive chatbot system for one of the largest promotional products suppliers in the USA. The client initially lacked a chatbot, leading to challenges in customer engagement and inquiry management. Leveraging Amazon Connect, a customized chat widget, agent workspace, Amazon Pinpoint, and Amazon Connect Outbound Campaigns, Digiclarity used Terraform to deploy the entire Amazon Connect ecosystem. The solution enables customers to easily raise inquiries by selecting from Sales or Customer Service options, ensuring that queries are directed to the appropriate queues and handled efficiently by designated agents. The system also allows customers to attach relevant files, providing agents with all necessary information to resolve inquiries effectively, thereby improving overall customer satisfaction.

Project Challenges

Customer Engagement Issues:

Without a chatbot, the client struggled with timely and effective customer engagement. The challenge was to develop a system that could handle a wide range of inquiries quickly and accurately.

High Volume of Inquiries:

The client experienced a high volume of customer inquiries across various channels, creating a need for an efficient system to manage and prioritize these interactions. Implementing a solution that could handle this volume while maintaining service quality was essential.

Ensuring Data Security and Privacy

Handling sensitive customer data and attachments required stringent security measures. The challenge was to implement robust encryption and compliance protocols to protect customer information while ensuring that the system remained user-friendly.

Complexity of Query Management:

Managing diverse inquiries, from sales-related questions to customer service issues, required a robust system that could direct queries to the appropriate agents. Ensuring that the system could handle this complexity was critical.

Integration with Existing Systems:

The new chatbot needed to integrate seamlessly with the client’s existing systems and workflows. This included ensuring that the chatbot could work alongside other customer service tools without disruption.

Scalability and Flexibility:

The system needed to be scalable to handle increasing volumes of customer inquiries as the business grew. Additionally, it had to be flexible enough to accommodate future changes and enhancements.

The Solution

Customized Chatbot Implementation:

Digiclarity developed a chatbot solution using Amazon Connect and customized chat widgets, tailored to meet the client’s specific needs. This provided a robust platform for handling customer inquiries.

Queue Management and Routing:

The system was designed to categorize and route inquiries to the appropriate queues based on the nature of the customer’s query (Sales or Customer Service). This ensured that each query was handled by the most suitable agent.

File Attachment Capability:

To enhance the efficiency of inquiry resolution, the chatbot allowed customers to attach relevant files or documents. This feature ensured that agents had all the necessary information at their disposal to resolve issues quickly.

Integration with Amazon Services:

Digiclarity integrated Amazon Pinpoint and Amazon Connect Outbound Campaigns to enhance customer engagement and communication. This ensured that the chatbot was fully integrated with the client’s broader customer service ecosystem.

Scalable and Flexible Architecture:

The solution was built using Terraform to deploy Amazon Connect and its ecosystem, ensuring that the system could scale with the client’s growing needs. The flexible architecture also allowed for easy updates and enhancements.

Scalable Infrastructure Deployment

Using Terraform, we deployed the entire Amazon Connect ecosystem, ensuring a scalable and resilient infrastructure. This allowed the system to handle high volumes of inquiries without performance degradation.

Project Approach

Understanding Client Needs:

Digiclarity worked closely with the client to understand their specific requirements, including the types of inquiries they receive and the customer service challenges they face. This informed the design and functionality of the chatbot.

Technology Selection and Customization:

After identifying the key requirements, Digiclarity selected Amazon Connect and related technologies, customizing them to create a solution that fit seamlessly into the client’s existing workflows.

System Design and Planning:

A comprehensive design and planning phase ensured that the chatbot would meet all functional requirements, including query management, file attachments, and integration with other systems.

Deployment with Terraform:

Digiclarity used Terraform to spin up Amazon Connect and its ecosystem, ensuring a smooth deployment process. This approach allowed for efficient scaling and management of the infrastructure.

Testing and Optimization:

The system underwent rigorous testing to ensure it met all performance and usability standards. Continuous optimization was conducted to refine the chatbot’s functionality and user experience.

Training and Knowledge Transfer:

Before the final deployment, we provided comprehensive training sessions for the client’s staff to ensure they were fully equipped to manage and operate the new chatbot system. We also documented the entire process and transferred knowledge to the client for ongoing maintenance and future enhancements.

Project Key Features

Amazon Connect Integration

Customized Chat Widget

Agent Workspace for Efficiency

Sales and Service Inquiry Options

Efficient Queue Management

Project Learnings

This project underscored the importance of understanding the client’s specific customer service challenges and tailoring a solution to meet those needs. Digiclarity learned the value of integrating multiple Amazon services to create a comprehensive, scalable chatbot system. The project also highlighted the benefits of using Terraform for efficient infrastructure deployment and management. Finally, the success of the file attachment feature reinforced the importance of providing agents with all necessary information to resolve inquiries effectively, leading to improved customer satisfaction.

Application Services

Cloud Services

Managed Technology Solutions

Web Technologies

Javascript Frameworks

Mobile App Development

AWS

Azure

E-commerce Chat