SPAN Tech Portal techportal.span.io
Hub for installer experience. Technical documents, instructional videos, and search powered by chatGPT.
At SPAN.io Inc., my leadership in developing two pivotal AI solutions—a sophisticated in-house chatbot and a customer-facing searchBot—revolutionized our approach to support and education. Both tools, powered by a large language model (LLM) trained on SPAN's technical content, were born from extensive user research, incorporating interviews, usability testing, surveys, and analytics.
The in-house chatbot significantly streamlined the onboarding process for new hires and improved customer service agents' efficiency by enabling faster access to technical documents. Simultaneously, the searchBot transformed our customer support by guiding users directly to relevant documentation, reducing the need for live support calls.
These innovations enhanced service speed, accuracy, and user satisfaction across the board. By harnessing AI and machine learning, we've set new standards in user assistance, demonstrating the profound impact of direct Q&A training on the user experience for employees and customers alike.
Development stack: Adobe Premiere, Camtasia, Audiate, Photoshop, ElevenLabs, Glide, Salesforce Experience, HTML/CSS, Jira, OpenAI
