Cabot’s, a woodcare brand from Australia-based DuluxGroup, has developed an artificial intelligence-powered chatbot prototype to provide automated customer support.
Cabot’s Project Assistant was built as part of Microsoft’s AI First Movers Program and in partnership with Microsoft partner Insight Enterprises. Microsoft and Insight co-led the design of the system for the chatbot, which aims to support customer DIY projects via Microsoft’s Azure OpenAI Service and Azure Cosmos DB to answer frequently asked questions about Cabot’s wood care products.
“The AI First Movers Program is designed to empower organisations like Cabot’s to harness the significant potential of AI,” said Sarah Carney, national technology officer at Microsoft Australia and New Zealand. “Our collaboration with Cabot’s and Insight showcases how AI can be used responsibly to create innovative solutions that resonate with customers and drive digital transformation.”
The solution also provides customers with product recommendations, advice on product application and maintenance, and solutions to problems they encounter during their DIY projects.
“With 25 per cent of consumers seeking woodcare advice from the Cabot’s website before visiting a retailer, we recognised the significant benefits of scaling our online customer support,” said Thomas Buruma, marketing manager at Cabot’s. “The chatbot prototype we have developed with Microsoft and Insight will enable our customers to navigate a complex category, get 24/7 support with their projects and buy with confidence.”
Cabot’s will pilot the chatbot internally before moving it into production in 2024. It also plans to use the solution across other business units within DuluxGroup.