As an e-commerce ERP, plentysystems offers a wide range of features for handling the entire value chain in online retail. The wealth of entities and functions make for a high level of complexity in setup and operation. We are constantly striving to simplify the use of plentysystems and improve the user experience. This includes ensuring users receive the best possible help without any detours or sidetracks when questions do arise.

Chatbot as the first point of contact for support

For immediate support directly in the software backend, we rely on an intelligent and easy-to-use chatbot that accesses our knowledge database around the clock to provide plentySellers with the best possible support for frequently asked questions. The chatbot thus serves as an important first point of contact and offers fast and concise support.

In an initial project, third-party software was used, but failed to achieve the expected results and meet the requirements of our community. Accordingly, the initial beta phase was terminated.

Start of the open beta phase for the chatbot 2.0

We are pleased to announce that our efforts to offer an alternative solution have reached an important milestone. A solution based on AWS Bedrock now offers a high level of basic intelligence for a pleasant conversation flow. At the same time, the underlying logic is customised to plentySellers to provide relevant answers for our field.

When a question is posed to the Chatbot, in the first step, an AI puts it into context with the conversation history before a second AI finds parts in the user manual that correlate with the topic of the question. A third AI receives the question, together with the user manual chapters, and a few general instructions and provides an answer. The usage of AWS Bedrock allows us to exchange the AI entities as needed, laying the foundation to always use the latest technology for the Chatbot.

A closed beta phase with a small group of customers has already been finished, now all systems will be activated for the beta of the new chatbot in order to test it in everyday life and give us important feedback on the quality of the search results. The open beta phase starts on 06/11/2024.

The chatbot can be found in the main navigation bar and is marked with a speech bubble icon. You can click on this at any time and quickly receive answers with links to our manual.

Please provide feedback or questions you have about using the new AI chatbot in the relevant forum category. Your input is incredibly valuable for further development.