MetaDesign Solutions
MetaDesign SolutionsEngineering an expansive AI based solution for training customer support teams
Overview
American Firm SharperAx partnered with MetaDesign Solutions (MDS) to create a comprehensive AI Based Employee Training Platform which covered all possible training scenarios.
about the client
The services firm wanted to build a role-play automation solution that lets companies arm their sellers with consistent, relevant and compelling messages. It wanted to offer an intuitive cloud and webcam-based system that lets sellers learn from expert sellers within the organization, practice their best stories and receive coaching from managers.
Industry Domain
Professional (Sales Training/Consulting) Services
Service Category (Service-line)
Digital Platform/Product Engineering
Technologies Used
Node
MySQL
WOWZA Server
YII PHP Framework
Amazon Web Services
Challenges
The development presented several challenges that the MDS team had to overcome to meet the project’s requirements. One major challenge was ensuring that the AI sounded and acted as human-like as possible. To achieve this, the team utilized a large bank of pre-recorded answers and developed custom machine learning algorithms and AI models to provide accurate responses in real-time. Another significant challenge was implementing live AI coaching, where the AI needed to give real-time feedback on user calls, suggest best practices, and provide corrective feedback. This was successfully addressed through the creation of custom AI models and machine learning algorithms, enabling the AI to deliver effective, real-time coaching to users.
Solution Scope and Services
To ensure success, the application needed to be secure, robust, intuitive and able to handle a high volume of users. This is in addition to the requirement for the platform to be AI driven which would give the users the impression they are communicating with a real person, both verbally and via text. The platform enables administrators/managers to set assignments for their subordinates and be notified of their progress.
Assignments were of two types:
- Practice
Via email, a trainee is assigned a practice video to watch and then to create one of their own on the same topic. To complete this task, the employee must record themselves simulating a conversation with the help of an AI bot. This bot features extremely lifelike conversation skills and is able to convey situational urgency via their tone of voice.
- View Type
The trainee is asked to view a training video and then answer a survey which would then quiz their understanding of that video.
In both cases, it is possible to detect if the trainee skipped any part of the video. The survey would only be provided to the trainee if they view 100% of the video assigned to them.
Front-End Development
MDS developed an intuitive Front-end experience for the proposed platform primarily using JavaScript and JQuery. HTML5 was used to integrate multimedia recording and screen capturing facilities.
Back-End Development
To facilitate all the functions required by our client, a capable and robust backend was created which could sustain the platform and scale according to demand.
The BE web platform/site is primarily based on PHP integrated seamlessly with MySQL.
A combo of AWS Lambda and NodeJS are used for scheduling services as well as Video Analytics. The backbone of the AI Features is created using MS Cognitive Services.
To ensure robust security for the platform, personalized Amazon services were utilized to encrypt all data.
In addition to HTML5, Webrtc, Wowza engine was utilized for multimedia recording.
Results
MetaDesign Solutions delivered a robust and intuitive platform which met each of their requirements. The platform was subjected to extensive testing and delivered the desired performance and functionality. With MDS development services, the firm has established itself as a pioneering Sales Coaching Platform.