NLP (natural language processing) chatbot solution build

Project overview

Coway is the unrivalled number one in Korea's water purifier market and also number one domestically in bidets. Its brands include the Coway Siru direct-flow purifier, the Nano direct-flow purifier, standard purifiers, the Lulu bidet, the Lulu water softener, Coway air purifiers and the flagship Noble product line. It has also been a major success overseas with its water purifier business, becoming so well known in Malaysia — where tap water cannot simply be drunk — that the brand name is used as a byword for water purifiers, much like Xerox. Many products are also sold on rental terms: a monthly rental fee is paid over the contract period and a Cody visits at set intervals to service the product; when the contract period ends the product becomes the customer's own and Cody visits stop.

Core solution

• Roughly 550 question-and-answer scenarios in total, including about 370 troubleshooting scenarios that let customers resolve problems with Coway products themselves, plus moving/relocation installation, Cody-related topics, contract checks and changes, product recommendations and other FAQs

Value delivered

o Customer consultation 24 hours a day, 365 days a year, without constraints of time or place o Higher deflection of after-sales service requests by offering direct resolution methods through the chatbot o Lower overall online and offline consultation wait times by moving offline traffic to the online consultation channel