Cabot's partners with Microsoft and Insight Enterprises on AI chatbot – CRN Australia
DuluxGroup-owned Cabot’s has partnered with Microsoft and Sydney-based solutions integrator Insight Enterprise to develop a prototype artificial intelligence chatbot for customer support.
Built as part of Microsoft’s AI First Movers Program, the chatbot uses Azure OpenAI Service and Azure Cosmos DB to answer frequently asked questions about Cabot’s’ wood care products.
It can provide product recommendations, advice on product application and maintenance, and solutions to problems encountered during DIY woodcare projects.
The responses are based on the company’s extensive product knowledge and customer interaction history, which have been used to train the chatbot.
“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, Cabot’s marketing manager.
“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.”
Following a successful prototype demonstration to DuluxGroup executives in November2023, Cabot’s will pilot the chatbot internally before moving it into production in 2024.
It also plans to scale the solution across other business units within DuluxGroup and add new capabilities.
These include an option to upload photos for the chatbot to analyse and provide colour advice based on the images.
“Our partnership with Cabot’s and Microsoft exemplifies the perfect blend of technology and business acumen,” said Veli-Matti, Vanamo, CTO, Insight Enterprises, APAC.
“We are proud to have contributed to a solution that not only meets Cabot’s’ immediate needs but also provides a scalable model for the entire DuluxGroup.”
“This project demonstrates DuluxGroup’s commitment to serving our customers in the best possible way and bringing them closer to our products by leveraging cutting-edge technologies,” DuluxGroup’s executive GM of IT and digital enablement Angela Anthony said.
“Importantly, the Cabot’s solution provides a scalable framework in our generative AI capability for brands across our business.”
Microsoft’s AI First Movers Program provided Cabot’s with architecture design sessions, co-led by Microsoft and Insight, which helped shape the system architecture for the chatbot.
“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 for 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.”
