The continued partnership between &pizza and Happy Cog proved to be a great partnership. Happy Cog’s development team analyzed &pizza’s challenges and presented a blazing new idea to ensure the best customer experience possible in their industry: an AI chatbot that integrates seamlessly with &pizza’s current systems.
The team’s first objective was to solve the customer service challenges for &pizza. In other words, Happy Cog wanted to develop a chatbot that could handle unlimited customer service requests, reduce the need for live agent intervention, improve answer accuracy, and cut costs.
As such, Happy Cog used OpenAI’s ChatGPT API to create a chatbot that filters out spam and malicious messages, answers common inquiries, and can access and understand &pizza’s location and menu information to provide accurate and personalized responses.
For example, the chatbot knows real-time location information, menu details, and calorie counts for every ingredient. With this information, customers can get detailed answers about when a store will be open and how to modify orders according to their dietary needs — all without speaking to a representative.
In the event a customer does need to speak with a representative, the chatbot helps with that too. It’s programmed to recognize and categorize messages based on keywords, so the chatbot knows when to escalate a query to a live representative.
Improving and streamlining customer service is where the Happy Cog team took the development process to the next level. Happy Cog integrated the new chatbot into &pizza’s current ecosystem with retrieval augmented generation (RAG). This AI framework retrieves information from &pizza’s knowledge base and feeds the language models (LLMs) the most updated company data so it generates accurate and personalized responses.
The chatbot uses these tools to understand current order status and answer plain English questions. It also segments users based on past behavior, identifies customers who’ve had prior issues, and recognizes and rewards loyalty members. With this advanced programming, it can also manage refunds, issue special discounts for users who’ve had a bad experience, and answer specific questions about rewards points.