GenAI Virtual Assistant That Elevates a Global Professional Hub's Engagement

Delivering a Conversational Solution with AI-driven Routing for Member Interactions That Resonate

For diverse professional communities and organizations staying attuned to the evolving needs of a vast membership is paramount. This is why a prominent project management association aimed to answer a pivotal question: how to bridge this gap between traditional support structures and the dynamic demands of a digital-first era? For a company that has been in business for over 50 years, remaining competitive can be challenging without making significant changes to processes. So, the challenge was clear: to move beyond conventional communication and foster genuine, efficient interactions.

The Challenge:

Bridging the Divide Between Legacy and Digital Expectation

The global organization’s existing support infrastructure, while once a reliable mainstay, was showing its age. It presented several key obstacles:

Outdated Technology: Their on-premise solutions lacked the modern functionalities required for a seamless digital experience, hindering the ability to meet evolving customer expectations.

Limited Scalability: The system struggled to handle the growing volume of inquiries, leading to delays and frustration.

Lack of Personalization: The inability to leverage data and AI meant interactions were often generic and impersonal.

Inefficient Resource Allocation: Traditional channels required significant human resources, limiting the ability to focus on strategic initiatives.

The ambition extended beyond mere efficiency. It was all about reaping the maximum benefits of AI to empower support teams and cultivate deeper connections. The company sought a partner capable of seamlessly integrating new technologies, scaling to meet global demands, and building an intelligent, intuitive customer experience.

What We Developed

Every business is unique, and cookie-cutter solutions simply don’t cut it in the world of AI. Understanding this, we, at Master of Code Global, took a bespoke approach to addressing the association’s specific needs and challenges. We delved deep into their existing infrastructure, member expectations, and long-term goals to craft a tailored solution that would not only modernize their support system but also propel them to the forefront of their industry. Our strategy was structured around three key pillars:

1. Digital Channel Transformation

We initiated the deployment of robust digital messaging platforms, including webchat and instant messaging. This facilitated a strategic shift away from traditional phone and email, providing members with real-time, convenient communication options. Our focus was on creating a seamless omnichannel experience, ensuring consistency across all digital touchpoints.

2. Intelligent Automation and Routing

Our experts engineered a sophisticated virtual assistant, designed to understand user intent and provide accurate, timely responses. We implemented advanced AI-driven routing, intelligently directing conversations based on user history, context, and real-time signals. This ensured efficient issue resolution and reduced wait times.

3. Agent Empowerment with Generative AI

Our solution integrated intelligent tools, providing agents with on-demand assistance and boosting their productivity. This included AI-generated response suggestions, enabling faster, more consistent support. Automated communication summaries also streamlined context gathering, improving continuity and enabling agents to focus on complex issues.

Parus Sheopuri Conversation Designer at Master of Code Global

Our client serves a global customer base including countries that don't speak English natively. Their traditional Natural Language Understanding (NLU) often struggled to accurately decipher customers' Intent due to inconsistencies in grammar or spelling, resulting in higher escalations to human agents. We drastically decreased escalations by creating a "hybrid" experience, in which we augmented the NLU by integrating the power of Generative AI & a Large Language Model, which was significantly better at understanding customers.

The Payoff: Tangible Results and Higher Member Satisfaction

Elevated digital engagement:

A significant increase in webchat and messaging interactions, demonstrating the effectiveness of the digital-first strategy.

Improved query resolution:

A marked rise in the percentage of member questions answered without human intervention, showcasing the virtual assistant's effectiveness.

Better agent productivity:

The AI-powered tools enabled agents to focus on complex issues, freeing up time for strategic member engagement.

A more personalized experience:

Users benefited from quicker responses and more relevant support, leading to increased satisfaction.

The Path Forward: Continuous Evolution and Global Reach

The impact was immediate and substantial. The shift toward messaging yielded a significant surge in digital interactions, with the majority of member chats now occurring through these channels. The organization now has the capacity to extract valuable insights from its conversational data. This enables proactive identification of trends, rapid response to member feedback, and informed decision-making regarding future offerings.

But the journey toward conversational excellence is ongoing. Our client is now focused on expanding its virtual assistant’s linguistic capabilities, catering to its diverse global membership. Additionally, they are exploring the full potential of Generative AI to further enhance agent efficiency and member personalization, and we will be there every step of the way.

The Numbers:

~25% increase in the number of webchats

500,000+ web messaging dialogs in 2023

1.5M+ interactions with the chatbot since launching

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