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Artificial Intelligence · Customer Experience

An informational chatbot for EDEL

Design of a Telegram chatbot that answers frequently asked questions about NFC business cards, prices, shipping and payment methods for a small business.

Programme
Artificial Intelligence · Master’s in Business Intelligence and Data Science, UEES
Format
Academic group project · team of five
Period
October 2024
  • Botsonic / Writesonic
  • Telegram
  • Miro
Illustration Abstract illustration of a conversation.

Overview

EDEL sells NFC business cards and card holders. Because NFC cards are a relatively new and little-known product, potential customers have many questions about how they work, what options exist and how to buy them — and the purchase decision depends on getting those answers.

The project combined a theoretical part — what chatbots are, how they use natural language processing and how supervised and unsupervised learning apply to them — with the design and testing of an informational chatbot for the business.

The business problem

Answering the same product questions one by one takes time, and unanswered doubts can stop a sale. The goal was to give customers clear, consistent and courteous answers to frequent questions at any time.

EDEL Bot

Telegram

  1. Customer: Hi, how does an NFC business card work?
  2. Bot: Hello, and thank you for contacting EDEL. An NFC card stores your contact details and shares them when it is held close to a compatible phone. Would you like to see the card types and colours we offer?
  3. Customer: Yes, please. And how would I order for my whole company?
  4. Bot: Certainly. For larger orders we offer corporate packs. I can also tell you about delivery and pick-up options, and the payment methods available.
Illustration: sample conversation written for this portfolio, based on the topics in the knowledge base (products, shipping, payment, corporate packs). Not a transcript of the original bot.

Objectives

  1. 01

    Provide clear, accurate information on EDEL’s cards and card holders, including features, prices and functionality.

  2. 02

    Suggest suitable products according to each customer’s needs.

  3. 03

    Keep a formal, cordial tone throughout the conversation.

Methodology

  1. 01

    Define the purpose

    An informational bot focused on frequently asked questions, with no transactional functions.

  2. 02

    Build the knowledge base

    A document covering three areas — products (how NFC works, card types, colours, card holders, corporate packs), shipping and pick-up options, and payment methods — mapped in Miro.

  3. 03

    Organise FAQs and configure answers

    The phrases the bot should respond to were defined and answers configured in Botsonic (Writesonic).

  4. 04

    Publish and test

    Deployed on Telegram and tested by simulating a conversation with a potential customer asking about products, features, prices and the catalogue.

Key findings

  • Telegram was chosen as the first channel for its ease of integration and use; WhatsApp or Instagram were noted as possible future channels.
  • The bot was deliberately informational: it had no integrations with CRM, inventory or other external systems. These were identified as possible next steps.

Tools used

  • Botsonic / Writesonic
  • Telegram
  • Miro

What this project demonstrates

  1. 1

    Thinking about customer experience first: what a buyer needs to know before deciding, and in what tone.

  2. 2

    Structuring business knowledge so that an AI tool can use it reliably.

  3. 3

    Defining a realistic scope and being explicit about what a solution does not do.

About authorship

Final project for the Artificial Intelligence course, completed by a team of five students. The sample conversation on this page was written for this portfolio and is not a transcript of the original bot.