From April 1, 2021, Netrix Group Sp. z o.o. has been carrying out a project co-financed by the European Regional Development Fund entitled “An artificial intelligence platform based on chatbots to analyze customer needs in real time”.

Description and aim of the project

The aim of the project is to build a platform based on artificial intelligence with use of chatbots in order to analyze customer needs in real time. The platform provides solutions in comprehensive customer support, marketing, community building, data analysis, artificial intelligence, Internet of Things, and e-commerce (platform as a service). As part of R&D works the following elements of the system will be developed:

* Algorithms based on artificial intelligence

* Algorithms identifying and classifying customer needs

* Platform prototype

* Analytical engine based on artificial intelligence

* Virtual assistant – chatbots

* Communication interfaces / API

* Internet of Things module

* User application

* Device in a form of an Intelligent concierge totem

The platform will enable intelligent customer service, combining various sources of data through data acquisition which will be used to create a unique knowledge base and will support the predictive and decision-making system. The intelligent platform is a response to the needs of companies such as:

• Maintaining an effective relationship with customers
• Identifying the purchase intention based on customer’s activity
• Automation of communication processes
• Holding intelligent and automated conversations with customers
• Better knowledge of customer behavior
• Better identification of sales opportunities in various channels
• Personalized contact with the customer
• Virtual assistant
• Integration with external systems
• Making use of the Internet of Things
• Predictive analysis variable in time and dependent on many data sources.

The target market for the designed solution is mainly composed of centers, chains, and commercial companies.

The measurable effect of implementation of the first task will be the reports on particular activities planned within this task, including designs of individual systems, models, algorithms, diagrams, as well as source codes of the developed solutions and creating a prototype of an artificial intelligence platform based on chatbots to analyze customer needs in real time. The key effect of this stage will be the development of an intelligent platform for building and maintaining customer relations on the basis of advanced artificial intelligence algorithms, as well as machine learning mechanisms. The result of the project will be a system allowing for building relations based on data from multiple sources.

The main aim of the project will be achieved through the implementation of specific objectives:

1. Development of the human resources potential of the research team by engaging new employees.
2. Improvement of enterprise’s competitiveness by retrofitting the research and development infrastructure.
3. Improvement of quality of services through cooperation with research units.
4. Extension of the product offer by developing a platform based on artificial intelligence with the use of chatbots for customer needs analysis in real time.

The introduction of a new product will contribute to the improvement of the company’s competitiveness on the international market.

Product and result indicators describing intended goals:

• Number of enterprises receiving support.
• Number of enterprises receiving subsidies.
• Private investment complementing public support for enterprises.
• Number of enterprises incurring. investment outlays on R&D activities.
• Number of enterprises cooperating with research centers.
• Number of implemented R&D projects.
• Investment outlays on the purchase of R&D equipment.
• Number of enterprises supported in the scope of conducting R&D research.
• Number of patent applications filed.
• Revenue from the sale of new or improved products/services.

The project will be implemented in the area covered by The Lubelskie Regional Operational Programme 2014-2020 i.e. in the Lublin Voivodship where the seat and place of implementation of the project of the Beneficiary and the Partner are located.

The value of the Project is 4, 140, 050.00 PLN

The contribution of the European Union Funds amounts to 2,865,375.00 PLN