About
Category
Artificial Intelligence , Machine Learning ,
A leading taxi service sought to simplify ride bookings and enhance user experience. To address issues like multiple steps and app installations, Peerbit developed an AI-powered taxi booking WhatsApp chatbot for them.
Our expertise in automation and conversational AI empowered them to offer a seamless, app-free booking experience, making taxi reservations faster, more accessible, and user-friendly.
The Challenges
- Handling complex user inputs: Users providing incomplete or incorrect details(e.g., misspelled locations or unclear addresses), led to failed or inaccurate bookings.
- Real-time booking confirmation: Slow availability checks and payment processing caused frustrating delays in backend and booking confirmations.
- Integration with WhatsApp API: Compliance issues and message rate limits disrupted easier and smooth customer communication.
- Data security and privacy: Protecting sensitive user information was challenging. It raised concerns about breaches and compliance.
- Handling high traffic: High traffic during peak hours caused service slowdowns and missed ride requests limiting the scalability of business.
- Location suggestions: Requires reliable assistance for users in selecting precise pickup and drop-off points to avoid booking errors.
The Solution
Natural Language Understanding (NLU):
We implemented NLUs to interpret and validate user inputs, enabling the chatbot to understand natural conversations easily.
Location auto-suggestions:
We provided intelligent location recommendations based on user input to enhance accuracy and speed up the booking.
Real-Time Processing:
We enabled instant handling of booking requests that made sure users receive quick confirmations, eliminating delays caused by manual interventions.
Serverless PDF generation
Offloaded resource-intensive tasks like PDF generation to AWS Lambda, leveraging its ability to scale automatically based on demand.
Used Lambda’s ephemeral compute model to reduce CPU load on the primary server.
WhatsApp business API integration:
For seamless communication between the chatbot and users we used WhatsApp’s official API, which also maintained compliance with updated policies.
Efficient message handling:
We utilized webhooks to process incoming and outgoing messages in real-time. This allowed for a smooth two-way communication, minimizing response delays.
Data Security Measures:
We implemented encryption for data transmission and storage that protected sensitive user information and offered secure payment gateways.
Scalability:
We curated a scalable system using load balancing and auto-scaling to efficiently manage high traffic even during peak booking times.
Location-Based Services:
We allowed users to share live locations directly within WhatsApp for more accurate pickups and reduce miscommunication or failed bookings.
Key features
- Conversational booking: Users can interact naturally with the chatbot. It guides them step-by-step through the booking process.
- Multi-step booking flow: The Chatbot collects essential details like name, pickup and drop-off locations, no. of passengers, vehicle type, and payment method altogether.
- Real-time updates: With the help of WhatsApp you get instant booking confirmations and status updates about your vehicles without any delay.
- User-friendly interface: Access the services just by having a WhatsApp account without the need for additional app downloads or complex navigation.
Results
- The chatbot reduced the booking time, resulting in an increase in monthly ride volume.
- AI automation lowered customer support workload by over 60%.
- Location auto-suggestions & live sharing improved booking accuracy.
- Real-time responses and instant confirmations increased customer satisfaction.
- The system efficiently handled high booking volumes without delays.
- Faster and seamless booking led to higher conversions and increased revenue.
- Encrypted data and secure payment processing ensured compliance and customer trust.
- Eliminating the need for a separate app made taxi booking more accessible.
- Personalized chatbot interactions improved user engagement and retention.
Tech stacks we used
Chatbot Framework
AWS Lex
Backend & Processing
AWS Lambda (Python), Flask
API Integration
WhatsApp API
Libraries & Packages
boto3
