Building and running Holp.ai
Holp.ai is a custom-built customer service AI product that we develop and operate. Since launch, it has handled more than 30,000 conversations for organisations including Castle Howard, Jerry Green Dog Rescue and the UK Green Building Council.
The product
Organisations answer the same practical questions across their website, inbox, social channels and phone lines. The information usually exists, but customers have to find it and staff have to repeat it.
Holp gives customers a direct way to ask those questions. It uses the organisation’s website and supplied information to answer, and gives the team a record of the conversations taking place.
What mattered
The product had to be quick for a customer to use and straightforward for an organisation to set up. It also needed to make live use visible, so the team could review conversations, identify weak answers and improve the information behind them.
How we approached it
We treated Holp as a software product with AI inside it. The work covered the customer experience, account and knowledge management, model integration, conversation reporting, billing, deployment and the operational tools needed to support live organisations.
It remains under active development because real conversations keep showing where the product and its source information can be clearer.
What we built
Customer answer experience
A conversation interface that can sit on a website or work from a direct link, giving customers a simple route from a question to an answer.
Knowledge setup
Tools for bringing in website content and supplied information, then keeping the source material behind the answers current.
Conversation review
Reporting that lets an organisation see what customers ask, where answers need attention and which gaps belong in the underlying content.
Live chat and human handoff
Live chat that lets a member of staff take over when a conversation needs judgement, reassurance or access to something the AI cannot handle.
High-volume infrastructure
Infrastructure designed to run Holp across customer websites serving millions of page views each day, while keeping the assistant available and responsive.
Product operations
The account, billing, support and monitoring work required to operate Holp as a live, ongoing service.
A product around the AI
The visible conversation is one part of the system. The product also has to bring in and organise information, manage separate customer accounts, record conversations, present useful reporting and give the team tools to support live organisations.
That surrounding application matters when models change. It keeps the product centred on the customer’s job and gives us a controlled place to test improvements before they reach every conversation.
Visit Holp.ai to see the live product.
- ProductCustom web application
- KnowledgeWebsite content and supplied information
- AccessWebsite widget and direct link
- ReportingConversation review and answer improvement
- StatusLive and under active development
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