Taking the platform to the next level

Envolve Tech operate in the highly competitive market for Virtual Shopping Assistants (VSAs), an advanced type of chatbot. VSAs engage online shoppers through conversations, ideally natural and responsive, about their sales and support needs. Envolve’s VSA solution delivers for clients by reducing support costs, boosting engagement, driving sales and generating insights.

Envolve were looking to take their platform to the next level, creating additional competitive advantage in the form of better design and experience. They wanted to make the VSA experience less robotic and more human, with the goals of reducing churn, and further increasing client satisfaction. They were also transitioning to more advanced AI technologies and needed a rounded, holistic perspective on Customer Experience (CX) and AI Design to complement their internal skillsets.

The shift to AI Design

Adjacent Possible shifted the focus to design, developing a bespoke, ongoing programme of Human-Centred AI (HCAI). The programme embedded design processes and design thinking, and supplemented Envolve’s excellence in VSA engineering.

Their design programme included:

• Stakeholder strategy sessions and AI Design workshops on CX and LLM migration
• AI Chatbot Review with experience insights and conversation assessment
• Dashboard design support
• End-to-end client journey streamlining, mapping and gap analysis, from onboarding to retention
• Competitor review
• Ongoing design and CX consulting as and when neededEnvolve’s VSA, and the business as a whole, is performing at new heights. End-to-end experience improvements have been made to client interactions and communications, AI Design thinking has been embedded in key teams, chatbot experience friction has been greatly reduced, and security and conversational issues have been resolved.

Mark Smith, Chairman of Envolve Tech, says:

“Adjacent Possible have worked well with our team, delivering excellent returns on our chatbot investment. I’ve thoroughly enjoyed working with them and recommend them to anyone serious about commercial AI success.”

Envolve recognised that AI Design could bring positive change to their product and strategy. The engagement continues, with Adjacent Possible providing Envolve with on-demand HCAI consulting, supporting AI risk mitigation and maximising the impact of CX.

Contact us at [email protected] to discuss how HCAI, with AI Design thinking, can drive innovative, risk-managed AI implementations that deliver excellent customer experience and commercial returns.

About Adjacent Possible

Adjacent Possible designs Human-Centred AI experiences that people trust, adopt and value. Building a world where well-designed AI changes people’s lives and businesses for the better.