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

Rapid RTC是一家总部位于温尼伯的技术公司，在汽车、动力运动、房车和农业等垂直市场开发领先的软件。该公司在加拿大、美国和欧洲设有分支机构，以20多种不同语言向近30个国家和地区提供解决方案。他们的Rapid ChatTM产品结合了在线聊天服务，通过Rapid RTC雇用的eReceptionist将客户线索与经销商员工联系起来。该研究项目将应用机器学习(ML)和自然语言处理(NLP)技术在汽车零售环境中开发一个辅助聊天机器人，该机器人将与快速RTC的eReceptionist协同工作，处理潜在客户和汽车经销商销售人员之间的聊天。这项研究的一个目标是通过让聊天机器人主动分析聊天讨论的上下文并向电子接受者提供相关的响应建议来提高聊天吞吐量。第二个目标是让聊天机器人在聊天时学习“良好的”对话技能，并提高最终客户体验的整体质量评级。

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.