Enigma Special Projects R&D 'Results Focused' AI

Wouldn’t it be great if your online customers could interact with a friendly, knowledgeable expert, someone who understands your business inside out, and is able to best represent it to new and returning customers?

For an eCommerce site, that could mean an ‘expert’ who helps customers navigate your product range, helping them narrow down to the right choice from the products you stock based on their specific needs. Drawing information not only from your product descriptions and data, but also from a wider knowledge of the subject and what customers might mean when they ask certain questions.

For more complex service style businesses such as professional services or agencies, the ‘expert’ could help understand the customer needs and qualify whether what they are looking for is something you offer. If so, it could present the appropriate services from your portfolio, backing them with relevant case studies, testimonials and examples that demonstrate why you might be the right choice for their requirements, before encouraging them to contact you for more information or a quote.

Enigma’s Special Projects team are currently working on an AI R&D project to achieve just this.

Far from being a basic AI chatbot, this project is going to the next level and contextualising AI to your products and services, so that it can provide a far more integrated experience for customers and - crucially - can be far more effective at achieving your end goals, whether that be to guide a customer through a sales process, drive more qualified enquiries, or simply to provide better quality information.

This is about combining the power of AI LLMs (Large Language Models) with a deep understanding of how your business or organisation is structured, and what it’s aims and objectives are.

Interactions with customers will be centred on a contextual understanding of your information, your products, your services, your content, and your customers. It will speak with your tone of voice, will use your pricing, your delivery times, and not go beyond the domain of your products and services. It won’t speak out of turn, and won’t talk about subjects that are beyond your remit, but it will use the power of the AI LLM to intelligently supplement your data with additional context specific information that will enhance your customer experience.

The ambition is to recreate the feeling of interacting with your most experienced and trusted team member, online.

Steve Grainger, Managing Director at Enigma said “We’re really excited about this project. AI is reshaping how people interact with information online. Used well, we believe that it can deliver game-changing improvements in user experience and effectiveness. Used carelessly though, it can easily dilute trust and create confusion, and we’re seeing a lot of that with the first generation of AI chatbots”, adding “This R&D project is a perfect example of our ethos of applying technology not for its own sake, but in a way that can bring genuine benefits for our clients”

If you’re interested in how development like this could be applied to your site, and would like to find out more then please get in touch.