Natural Language-based Assistance for a Leading Project Management Software Provider

The customer sought to improve user access to information and streamline the learning curve for their software. Their goals included:

• Enhanced User Experience: Providing an intuitive and user-friendly way to access software help functionalities.
• Improved Knowledge Accessibility: Making critical project management information readily available for users at all levels.
• Reduced Support Burden: Minimizing the reliance on traditional support channels by offering self-service options.

ThirdEye proposed a phased approach, focusing on developing an Advanced Software Help System (Stage 1a) in the initial phase. This system leveraged ThirdEye’s Optira platform, a powerful NLP solution. Optira offered the following functionalities:

• Data Ingestion and Analysis: Processing the customer’s existing documentation and help text to understand the specific language and context.
• Model Training: Creating an NLP model trained on the ingested data, enabling the system to answer user queries accurately.
• Customization: Tailoring the system to accept additional user prompts, expanding its capabilities beyond the initial dataset.
• Dynamic Updates: Implementing mechanisms to automatically update the model with any changes or additions to the customer’s documentation.

The customer was presented with a “Build vs. Buy” option. They could choose to:

• Build: Develop a custom solution from scratch, retaining full ownership but incurring longer development time and higher costs.
• Buy (License): License a pre-built solution from ThirdEye, customized to their specific needs. This offered a faster deployment time and reduced costs.

The customer opted for the licensing option, allowing ThirdEye to customize Optira to their specific requirements.

The implemented solution provided the Provider with a significant return on investment:

• Improved User Self-Service:Users could access relevant information directly through the software, reducing reliance on support channels.
• Enhanced Knowledge Accessibility:Critical project management information was readily available, empowering users at all levels.
• Streamlined Learning Curve:New users could easily find answers to their questions, accelerating their software adoption.
• Reduced Support Costs:By deflecting basic user queries, the solution lowered the burden on the Provider’s support team.