Charlotte Business Resources – Chatbot
THE CLIENT
Charlotte Business Resources (CBR) was founded and is funded by the City of Charlotte to foster a successful small business ecosystem for Charlotte-Mecklenburg. CharlotteBusinessResources.com (CBRbiz.com) is CBR’s online portal designed to connect local entrepreneurs with educational, networking, and mentoring resources to start and grow a business.
THE CHALLENGE
In 2019, CBR sought to add artificial intelligence (AI) chat functionality to support, scale, and improve the user experience (UX) at CBRbiz.com. With a lean City staff and resources, the Economic Development Department needed a way to help website visitors find what they were searching for, without having to call or email the department.
RESULTS
As CBR’s agency partner since 2013 and the backbone to the website’s continued success, CGR approached this chatbot implementation project with a firm understanding of not only the website but the long-term goals of the brand.
After thorough research and testing to maximize the project budget, CGR installed and customized a chatbot application with a full library of features flexible to the site’s resources. Built using a logic model that acted more like an advanced search function of the website, the Chatbot resulted in a robust, intuitive, and user-friendly “self-service” experience, guiding users through a series of questions and answers directly to pages on the site, according to their needs:
:: Starting a Small Business
:: Financing a Business
:: Growing a Business
:: Locating a Business
:: Contracting
:: Information about Charlotte
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