Improving Throughput and Customer Experience with Assistive Chat in Retail Sales Environments

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RAPID RTC is a Winnipeg based technology company that develops leading software in vertical markets including automotive, powersports, RV, and agriculture. The company has branch offices in Canada, USA, and Europe delivering solutions to nearly 30 countries in over 20 different languages. Their RAPID ChatTM product incorporates online chat services that connects customer leads with dealership staff through eReceptionists employed by RAPID RTC. This research project will apply Machine Learning (ML) and Natural Language Processing (NLP) techniques to develop an assistive chatbot within an automotive retail sales environment that will work in concert with RAPID RTC's eReceptionists as they handle chats between potential customers and the sales staff at automotive dealerships. One goal of the research is to improve chat throughput by having the chatbot proactively analyze the context of a chat discussion and provide relevant response suggestions to the eReceptionist. A second goal is for the chatbot to learn "good" conversation skills and improve overall quality ratings of the end customer experience while chatting.