01 / The starting point
The problem to solve.
A specialist travel operator needed an assistant that could answer product questions and collect useful enquiries. The operator also needed a way to correct information when the assistant's response did not match the business.
02 / My contribution
Where I came in.
I built the concierge application and operator tools, including knowledge retrieval, conversation review, lead handling and a support interface for diagnosing answer quality.
03 / Implementation
What I worked on.
- 01
A customer-facing chat interface backed by business-specific knowledge and lead capture.
- 02
Operator tools for adding facts, correcting replies and reviewing conversations.
- 03
Retrieval changes that prioritise relevant operator knowledge, plus a support workflow for proposed corrections.
Give the operator a way to improve the system. Correcting a knowledge entry should be a supported workflow, not a request to rewrite the whole application.
04 / Delivery
A maintainable customer-assistance tool.
A built concierge and administration application, with documented checks of retrieval, operator corrections and lead capture.
The application was built and tested; embedding it on the client's main website was a separate client-controlled step.
Could this apply to your team?
A similar problem,
your own context.
Specialist services with repeat customer questions and important details that change over time.
Discuss something similar ↗