Tecnalia – Conversational virtual assistant for e-commerce.
Tecnalia
Sector: Generalist
Business Case
The sale of products and services online has grown exponentially in recent years. Flexible tools are needed to help businesses streamline and automate the order intake process and its variability to meet growing demand. The solution automates the process, dispensing with the manual filling of static order collection forms, based on unstructured requests expressed by voice.
Objectives
Speech processing Comprehension of natural language. Automatic extraction of relevant order information Automatic detection of insufficient information (need to provide more data) or inconsistencies.
Use case
Creation of a virtual assistant based on a linguistic model capable of recognising voice requests, extracting the relevant information and generating a dialogue to complete and corroborate the data. Finally, the wizard will formalise the order and generate the order to the Order Management System.
Infrastructure
On Premise
Technology
Text mining AI technologies that generate written or spoken language, images or videos (generative AI)
Data
Audios of actual orders provided by the customer. Client’s product/service catalogue.
Resources
Multidisciplinary team comprising NLP experts and web-front-end development experts. Server with minimum 8GB RAM, disk 210GB
Difficulties and learning
Difficulty in detecting dependencies between concepts when terms are far apart from one another within the same set of sentences. Variability in order configuration. Difficulty in transcribing from voice to text of terms in other languages; solutions need to be combined to reduce errors.
KPIs (business impact and metrics of the model)
Reduction in order processing time. Increased flexibility in orders that can be processed (% depending on business)
Funding
Private (project under contract)
Collaborators, Partners
No
