Overview
Salexor is an innovative marketing and support product developed by Sirma that empowers businesses to integrate live AI-driven chat agents on their websites. These AI agents manage real-time customer conversations, reducing reliance on human agents while maintaining high customer satisfaction. Sirma’s expertise in AI enables the creation of intelligent, context-aware assistants that enhance customer support, automate sales qualification, and provide personalized service around the clock.
The Challenge
Businesses often face scalability challenges in providing responsive, high-quality customer support and sales engagement. Traditional live chat solutions require significant human resources and often struggle to deliver consistent, accurate responses based on proprietary business knowledge. Additionally, integrating live chat with real-time business data and diverse workflows is complex. The challenge was to develop a flexible, AI-powered chat solution capable of seamless integration, intelligent interaction, and continuous learning tailored to each business’s unique needs.
The Project Scope
The project encompassed:
- Training Salexor’s AI agent using Retrieval-Augmented Generation (RAG) techniques on each client’s proprietary knowledge base for accurate and context-rich conversations;
- Configuring AI agents to operate on various Large Language Models (LLMs) including OpenAI’s GPT and Google’s Gemini for optimized performance;
- Enabling function calling capabilities to fetch or update live business data such as CRM details, inventory, and order status directly during chat interactions;
- Delivering a scalable, customizable AI chat solution adaptable to multiple industries, languages, and customer engagement workflows;
- Providing rich analytics for customer interactions to inform ongoing strategy and service improvement.
Sirma deployed a highly customizable AI chat platform that leverages RAG to augment responses with trusted business information, ensuring relevance and accuracy. The system’s function calling feature enables direct connection to internal databases for real-time updates, providing dynamic and personalized user experiences. Salexor supports seamless integration across existing web platforms, offering quick setup and scalability. It empowers businesses with constant 24/7 AI support, automates lead qualification, and guides prospects effectively through the sales funnel.
Results
- Rapid deployment with minimal technical overhead accelerates time-to-value for integrated live chat;
- 24/7 AI-driven customer support reduces human agent workload while improving response times;
- Increased lead generation efficiency and sales conversion rates through intelligent visitor engagement;
- Enhanced customer satisfaction via fast, consistent, and accurate support powered by company-specific knowledge;
- Data-driven insights enrich service quality and marketing strategies through comprehensive interaction analytics;
- Multi-LLM flexibility allows businesses to optimize for speed, accuracy, or cost according to their priorities.
Technologies
- Retrieval-Augmented Generation (RAG) systems for knowledge-base driven AI responses;
- Large Language Models (LLMs) including OpenAI’s GPT and Google’s Gemini, customized per client;
- Function calling APIs enabling live data integration from CRMs, inventory systems, and order management platforms;
- Scalable cloud infrastructure supporting rapid deployment and real-time conversations;
- Analytics dashboards providing actionable insights on customer behavior and chatbot performance.
Sirma’s Relationship with Client
Sirma works closely with clients to customize the Salexor AI integration for their unique needs. This partnership emphasizes collaboration, ongoing support, and the enhancement of AI capabilities. Sirma provides cutting-edge technology and strategic guidance to improve customer engagement and sales effectiveness, empowering client teams with knowledge and tools that foster long-term growth and innovation.
