Challenge
One of the world’s largest web services providers needed to improve support and make it easier for users to find content. The organization was in the process of building a chatbot to identify appropriate content across multiple, siloed sources and realized they first needed an ontology to support query refinement and information retrieval processes.
Solution
Factor facilitated the definition and development of the ontology infrastructure for an AI chatbot that provides query refinement from users and content discovery across multiple platforms.
OUTCOMES
- Established internal alignment around the role of ontology
- Defined and created an ontology in support of the MVP chatbot release
- Developed a roadmap to address technology, content strategy, governance, and ontology development
