i2e Helps a Certification Company Improve the Usability of their Internal Auditing tool by building a Chatbot.

CLIENT : Confidential
INDUSTRY : Quality Control and Certification
DURATION : 10 Days

Business Case

Our client is a leading service provider in the testing, inspection and certification areas. They conduct periodic audits to ensure a supplier has the competence and compliance to meet the contractual requirements. Upon completion, the auditors must submit the audit report in their audit reporting tool for approval.

The end users of this tool were not tech savvy, so the management developed an elaborate user manual on how to use the reporting tool. However, the end users were not comfortable with reading the lengthy manual and were shooting emails to the stakeholders to clear their doubts about the reporting tool.

Our team at i2e suggested deploying a chatbot might help users to understand the usage of the auditing tool better than the manual, and it also may aid in quicker resolution of their queries.

Challenges

  • The end users were not able to understand the operation of the auditing tool.
  • Users were not comfortable reading the lengthy user manual.
  • The stake holders needed to invest time in answering queries related to the tool.

Results

Resolution

The team created a chatbot using Power Apps. The team also created short video tutorials for some questions.

  • The chatbot was able to retrieve answers to the user’s questions instantly.
  • Stakeholders stopped getting email queries on how to use the reporting tool.
  • Videos helped the end users to understand the process better.

Benefits

  • Quick resolution of queries.
  • Better understanding of the tool.
  • Enhanced user experience.
  • Improved knowledge about the audit process.

Challenges

  • The end users were not able to understand the operation of the auditing tool.
  • Users were not comfortable reading the lengthy user manual.
  • The stake holders needed to invest time in answering queries related to the tool.

Resolution

The team created a chatbot using Power Apps. The team also created short video tutorials for some questions.

  • The chatbot was able to retrieve answers to the user’s questions instantly.
  • Stakeholders stopped getting email queries on how to use the reporting tool.
  • Videos helped the end users to understand the process better.

Results

Benefits

  • Quick resolution of queries.
  • Better understanding of the tool.
  • Enhanced user experience.
  • Improved knowledge about the audit process.

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