EROSKVIA, Chatbot platform with machine learning capacity

General data

Program: Hazitek 2022
Annuities: 2022-2024
Consortium: Eroski Bidaiak, Batura Mobile,

Collaborators: Vicomtech

Description of the project

As a result of the health crisis experienced on a global scale and the new regulations and/or restrictions, the last few years have been accompanied by multiple changes within the tourism sector. This has made it more difficult for travel agencies, and especially for travel advisors, to access the latest information available both internally and externally to enable them to provide their customers with quick and quality answers.

The “backoffice” work of an advisor depends on multiple information needsn. The selection of the product or service that best suits the client, involves a search for the different suppliers that offer them. And the composition of the final price to be delivered to the client, often depends on the application of promotions or active campaigns, a process that is not automated. In addition, the information and updating of the products offered and their condition is changing.

The aim is to facilitate travel organisations’ access to all this knowledge and information as efficiently as possible, avoiding any room for error. The problem lies not in storing this information, but in accessing it more dynamically and quickly without having to do it manually by rereading all the documents.

Objectives

Through EROSKVIA, Eroski, Batura Mobile y Vicomtech intend to undertake the research and development of a new information platform “backoffice” integrated in the social network Whatsapp, aimed at improving the information service to the client. In this line, what is proposed as a solution is to bring the knowledge of the portals of information storage to the Whatsapp channel, taking advantage of the technologies of conversational assistants or chatbot.

What will be achieved with the project? On the one hand, the work of the travel advisors will be improved and their ability to offer concrete, quality and short-term answers will be improved;; and on the other hand, the client will obtain an improved service that includes innovative systems that improve the state of the art of the sector.

The technologies to be used throughout the project have been the following:

• Development of conversational assistants or chatbots with machine learning capacity that allows a continuous and uninterrupted improvement of their responses.
• Development of conversational assistants that integrate question-response systems based on the processing of documents in different formats with which to improve their functions.
• Design and integration of the new platform in the social network Whatsapp.