With the COVID outbreak, the field of change management started gaining more attention, while the demand for these services began to increase rapidly. To address the growing demand, in February 2020, our client introduced a micro-coaching service that provides customers with answers to their questions via text or chat. The solution was warmly embraced by users and immediately received a lot of positive feedback.
But despite the initial success, the company faced certain challenges over time. First, their chatbot had a monolithic architecture, which made it hard to add new functionality. Second, the chatbot could not recognize users’ emotions, moods, and intents and express empathy. Third, as the company's customer base continued to grow, it became harder for the chatbot to carry a heavy workload. This prompted the need for scaling.
That’s why the company came to Wetelo to achieve the following goals:
- Re-architect the chatbot to make it easier to add new functionality
- Make the chatbot more intelligent for more efficient change management
- Improve the overall maintainability and scalability of the chatbot