Expert Session - Leveraging AI
Expert Session is a dynamic platform connecting users with leading experts, coaches, and consultants worldwide for real-time, one-on-one sessions.
Expert Session aimed to seamlessly connect users with global experts. One Cloud Media was entrusted with architecting a sophisticated digital solution to bring this vision to life.
Just what we did over a 12 month period to take this from "back of a napkin" to launch could fill several books. However, in this summary we will touch on some of the areas where we were able to go from the problem statement of "this doesn't currently exist" to "job done".
Leveraging Artificial Intelligence (AI) for User Experience (UX)
Leveraging OpenAI integration, we developed custom software enabling experts to create comprehensive profiles swiftly, significantly enhancing the onboarding experience and reducing setup time from hours to minutes.
Experts were able to generate full custom expert profiles in seconds with only a few taps on the screen by those signing up as experts. This massively reduced cognitive load for new users onboarding to the software and gave them a live working profile they could publish or edit straight out of the gate. Competitor options were taking several hours of user interaction to get to this point - our software took less than five minutes!
AI Powered Search
To assist users in identifying the appropriate experts despite potential uncertainties in query formulation, we implemented AI-powered search capabilities. This system guides users through context-driven prompts, ensuring accurate expert matches. Concurrently, it analyzes expert profiles and content, associating them with relevant user search terms to optimize discoverability.
One problem we were asked to solve was "If a user has a problem but they don't know how to ask about it how do they find the right expert?" - this isn't easy as typically search involves users entering the right prompts in order to generate quality results. Again we turned to AI. Our team of amazing engineers crafted solutions that lead the user through a series of context driven prompts to be able to generate a quality set of experts who could help them with their problem. So, if the user needed help with a building a customer base for their new company but didn't know what a "GTM strategy" was the platform would connect the dots to provide them with a selection of experts who can guide them.
Our AI software solutions work the other way around for the experts too. Having "GTM expert" in your profile is great but if nobody searches for that phrase then in typical search solutions you don't show up. In our AI driven search solution you would. Our software parses through the expert's profile and articles they may have written and tags their profile with phrases that users typically enter to find such experts. Every single character on the page is mapped to every single keystroke of the user searching for an expert and a "match score" is constantly updated to provide the best possible results! Such a great new way to solve an age old problem.
Scheduling & Commerce Made Easy
We developed an end-to-end solution encompassing expert discovery, session scheduling, secure payment processing, session recordings, AI-generated transcripts, and an automated refund mechanism. This holistic approach ensures a seamless and secure user experience.
Experts want to get paid for their time and users want value for money. We provided a solution that handles absolutely everything from start to finish. From the user finding the right expert to connect with, to scheduling a session with that expert, to paying for the completed session, through to ratings, AI generated transcripts of their calls, video recordings of their calls, and even refunds if the call didn't work out. The platform we build handles every single thing seamlessly and securely.
Their customer service team got more requests for things their users anticipated to be a problem than actual real problems. Example: "The expert didn't show up for the meeting, how do I get a refund?" was a common question with a reply of "You were never charged, the platform only charges for completed session and for the actual time you and the user spent on the call."
All Business Departments Working Together
Our collaborative approach engaged all departmental teams, ensuring that every design element and code line aligned with specific organizational objectives and user goals, fostering transparency and purpose-driven development.
Sales, Marketing, Design, Development, and Customer Success Departments were all directly involved in the technological solutions that our team built. Every pixel on the page and every line of code in the application could be tied back to a specific organizational objective or use goal that was defined and documented. So, if somebody wanted to know "why is that button aligned to the left and yellow in color?" the answer was available and the reasoning provided - also without a valid override reason it couldn't be changed to polkadot navy blue!
Data Driven Solutions by Experts Providing Real Value
Everything we do at One Cloud Media is tied to objective reasoning. It is engrained in our DNA as a company to be able to substantiate solutions to clearly defined objectives. Chat with us today to see how we can work together to leverage technology to help your organization achieve its goals.
