Upload 2 files

Data/Gochat247Q&As.txt

@@ -0,0 +1,190 @@
+
+
+Question: What is Gochat247?
+Answer:GoChat247, Is a BPO for the digital era. Established in 2017. Since then we're constantly exploring ways to help you enhance your customer experience. Our services help you streamlining customer service with conversational chatbots, sentiment analysis, process automation, autotagging, and more. Our main goal to help you save money, effort, and time while enhancing the overall experience. If you're looking to offer your customers a modern, unmatched experience, you came to the right place. 
+
+Question: How Gochat247 could help me reduce cost?
+Answer:GoChat247, is experienced in Customer Service Operation (CS operation). Utlizing AI, machine learning, and our experience we integrate different technologies of Communication Channels (what’s app, web site chat windows, in app chat, famous social media platforms, CRMs Ticketing systems, Voice Call Center systems, and Data Analytic to find ways to: 1- reduce contact rates, 2- Automate as much as possible your processes. Hence you get a better customer experience with less cost. In most of the cases we are able to reduce 20-30% of your contact rates cost by applying our solution.
+
+
+
+Question: Who are your clients?
+Answer: During the last 6 years we managed to support many Clients, in 8 different verticals, with YoY growth of 2.5X last 2 years.
+Our 700 heroes are serving 12 different countries with more than 1.5 Million transaction/month with 95% Quality.  
+Being the choice of Top Mobile Operator in the World, Top Fintech companies in Egypt, Top 3 startups in terms of fund raising in Egypt, number one C2C market place in the region, and Top Food ordering Platform in the Middle East tells something about our work. 
+
+Question: What kind of experience does Gochat have in the customer support industry?
+Answer: We have over 6 years of experience in the customer support industry, serving clients from a range of industries including e-commerce, finance, healthcare, education, and more. Our team of experienced professionals has a deep understanding of the customer support industry and is dedicated to providing efficient and effective solutions to our clients. Additionally, as a management team, we have over 100 years of cumulative experience in the industry, giving us a unique perspective and expertise in managing customer support operations.
+
+
+Question: What services does Gochat247 provide?
+Answer: Gochat247 provides a range of Business Process Outsourcing services to fit the needs of different businesses. Our services include Contact Center (Call Center) Outsourcing, Back Office Support, Contact Center as a Service, Contact Center Hosting, Chatbot Development (Rule Based, as well as conversational), and backoffice support. 
+
+
+Question: What kind of experience does Gochat have in the customer support industry?
+Answer: As a company we have over 6 years of experience in the customer support industry, serving clients from a range of industries including  telecom operators (Vodafone in Egypt, and DU in UAE), e-commerce, fin-tech (like MNT/Halan) a unicorn in Egypt , Marketplaces, Education, and more. Our YoY growth is 2x last two years. Our team of experienced professionals has a deep understanding of the customer support industry and is dedicated to providing efficient and effective solutions to our clients. Additionally, as a management team, we have over 100 years of cumulative experience in the industry, giving us a unique perspective and expertise in managing customer support operations.
+
+
+
+
+Question: How can businesses benefit from outsourcing their customer support operations to Gochat247?
+Answer: Businesses can benefit from outsourcing their customer support operations to Gochat247, as we provide them with the infrastructure and support to handle their customer inquiries efficiently and effectively. Our services can help businesses reduce their workload, improve customer satisfaction, and increase their capacity to handle more clients. Additionally, outsourcing to Gochat247.com can be more cost-effective for businesses, as operating in Egypt is generally less expensive than other locations.
+
+
+Question: What is included in Gochat247- Voice - Contact Center as a Service?
+Answer: Our Contact Center as a Service provides businesses with a comprehensive cloud-based contact center solution that can handle customer inquiries across multiple channels, including voice, email, chat, and social media. The service includes customisable reporting and analytics, as well as a dedicated team of customer support specialists who are trained to handle customer inquiries and provide solutions to their problems.
+Note: This is based on Vici.  It is an open-source contact center platform that is owned by the ViciDial Group, a company that specialises in developing and supporting contact center solutions. The ViciDial Group is based in the United States and has a team of experienced developers and support staff who are dedicated to maintaining and improving the Vici platform. The open-source nature of Vici allows for a wide range of customisations and integration options, making it a popular choice for businesses looking for a flexible and scalable contact center solution.
+
+Question: How can businesses benefit from using Gochat247’s chatbot development services?
+Answer: Businesses can benefit from using our chatbot development services as we develop customised chatbots that can automate certain aspects of customer support, reducing the workload for human agents. Our chatbots are designed to provide quick and efficient responses to customer inquiries, improving response times and customer satisfaction. We manage to reduce from 20-30% of human agent interaction in most of the cases.
+
+Question: What new services is Gochat developing in the AI domain?
+Answer: We are developing new services in the AI domain as part of our new strategy called 
+Gochat where “CX meets AI". Our new services include Conversational ChatBots using AI, Process automation, Sentiment Analysis, and Auto tagging for calls and chats. We have a team of experienced software engineers and data scientists who are working on developing these services to provide our clients with innovative solutions to their customer support needs.
+
+
+Question: What is Gochat247's approach to providing high-quality voice support services?
+Answer: Our approach to providing high-quality voice support services involves having a team of experienced and professional customer support specialists who are trained to handle incoming customer calls, telesales, and customer service inquiries. Our team is made up of members with experience working at Tier 1 BPOs such as TP, Majorel, Raya, and others. This ensures that our team has the necessary skills and experience to provide high-quality voice support services to our clients. Additionally, we have a robust quality control system in place to ensure that our services meet SLAs and quality standards. This includes regular monitoring, and feedback/coaching sessions to help our team improve their performance and maintain the highest standards of quality.
+
+
+Question: How does Gochat247 ensure quality control in their services?
+Answer: We have a robust quality control system in place to ensure that our services meet SLAs and quality standards. Our KPIs include achieving a 95% quality rating for both business and user critical inquiries. We also have a dedicated team of quality control specialists who monitor our services and ensure that they meet our high-quality standards.
+
+
+
+
+
+Question: What kind of reporting and analytics does Gochat247 provide to businesses?
+Answer: We provide customisable reporting and analytics to businesses, allowing them to track key metrics related to their customer support operations. This includes metrics such as response times, chat volume, and customer satisfaction ratings. Beside the standard report we develop customised report to our clients. Thanks to our open source technology and our experienced reporting team, who are experienced in developing complex reports..
+
+Question: What kind of support does Gochat provide for its’ clients?
+Answer: We provide 24/7 support to our clients, including technical support and customer service. Our dedicated team of customer support specialists is trained to handle customer inquiries and provide solutions to their problems, ensuring that our clients receive the support they need when they need it.
+
+Question: How does Gochat ensure that their agents and frontlines are trained and qualified to handle customer inquiries?
+Answer: We have a comprehensive training program in place for our agents, which includes both technical and soft skills training. We also have a rigorous screening process to ensure that our agents have the necessary qualifications and experience to handle customer inquiries. Additionally, we have a robust quality control system in place to monitor and assess the performance of our agents.
+
+Question: What kind of process automation services does Gochat offer?
+Answer: We offer a range of process automation services, including automating repetitive tasks, streamlining workflows, and reducing manual errors. Our process automation services are designed to improve efficiency and reduce costs for our clients. We work closely with our clients to understand their specific needs and provide customised solutions that meet their business objectives.
+
+
+
+Question: What kind of support does Gochat provide for their chatbot services?
+Answer: We provide comprehensive support for our chatbot services, including development, testing, and deployment. We also provide ongoing maintenance and support to ensure that our chatbots continue to function at a high level. Additionally, we work closely with our clients to understand their requirements and provide customised solutions that meet their specific needs.
+
+
+Question: How does Gochat ensure the quality of their chatbot services?
+Answer: We have a rigorous quality control system in place for our chatbot services, which includes testing and quality assurance processes. We also work closely with our clients to understand their requirements and provide customised solutions that meet their specific needs. Additionally, we have a dedicated team of quality control specialists who monitor our chatbots and ensure that they meet our high-quality standards.
+
+
+
+Question: What kind of physical security measures does Gochat247 have in place to protect their client's data?
+Answer: We have a range of physical security measures in place to protect our client's data, including secure data centres (2 separate location in Maadi) with controlled access, and video surveillance. We also have a team of dedicated security professionals who monitor our systems and ensure that they are secure at all times.
+
+Question: How does Gochat247 ensure data privacy for their clients?
+Answer: We take data privacy very seriously, particularly our clients operate under the Central Banks regulations (Fin-tech clients) or the EU and UAE stock markets (mobile operators). We follow GDPR regulations and have a range of measures in place to ensure the confidentiality, integrity, and availability of our client's data. This includes secure data storage, encryption, and access controls.
+
+
+Question: What kind of data security measures does Gochat have in place for their agents?
+Answer: We have a range of security measures in place for our agents, starting from the onboarding process through to security training and policy enforcement. We follow the clean desk policy, which means that agents are required to keep their workstations tidy and secure. Additionally, we have policies in place that prohibit agents from bringing their phones onto the floor, which helps to prevent unauthorised access to client data. We also have strict access control policies in place that ensure that only authorised personnel have access to client data. All of these measures are designed to comply with Europe & US standard for data security and to protect our client's data.
+
+
+
+Question: Does Gochat have any measures in place to ensure data privacy?
+Answer: Yes, we take data privacy very seriously and have a range of measures in place to protect our client's data. We comply with GDPR regulations to ensure that our clients' data is handled in accordance with European data privacy standards. We also use encryption to protect sensitive data in transit and at rest. Additionally, we have strict access control policies in place to ensure that only authorized personnel have access to client data. We also conduct regular security audits and penetration testing to identify and address any potential security vulnerabilities. All of these measures are designed to protect our client's data and ensure data privacy.
+
+
+Question: What is the current capacity of Gochat247?
+Answer: Our current capacity is 1000 seats, and we have almost 700 employees, including 600 agents who are trained to handle customer inquiries across multiple channels. We also have the ability to reach 1200 seats within two months, which enables us to handle large volumes of customer inquiries for our clients.
+
+
+
+
+Question: Pricing of Gochat247  contact centres, call centres, and outsourcing?
+
+Answer: Pricing for Contact Center (CallCenter Voice, or Non-Voice, Digital Media Management) it could be either per FTE (price range for 500$ to 1500$) per FTE/month depending on agent profile, skills, language proficiency, and site of operation. We also provide pricing per productive hour that is usually between (4-10 $ per hours).
+
+
+Question: Pricing of your Chatbot?
+
+Answer:We have 3 different packages: Startup Package : 250 $/ Month up to 10,000 conversation/month.SME Package : 500 $/ Month up to 25,000 conversation/month.Enterprise Package : Please Talk to us.
+These Prices include Chat BOT development, Knowledge base wrapper - automatic update your own data, Basic reporting for chat actives and monitoring. And 3 months BOT training, and Quality Monitor.
+
+
+Question: What type of businesses can benefit from Gochat's services?
+Answer: Any business that needs to handle customer inquiries across multiple channels can benefit from our services. This includes businesses in e-commerce, finance, healthcare, education, and more. Our customisable solutions can be tailored to fit the needs of businesses of all sizes and industries.
+
+
+
+
+
+Question: Can BPOs outsource their overflow customer support to Gochat?
+Answer: Yes, we offer outsourcing services to businesses of all sizes, including BPOs. Our flexible pricing and scalable solutions make us an ideal partner for BPOs looking to outsource their overflow customer support.
+
+
+
+Question: What languages does Gochat offer support in?
+Answer: We have access to a team of young and smart individuals who can handle customer inquiries over chat and voice in English, German, Spanish, French, Italian, and Arabic. This enables us to provide multilingual support to businesses with customers around the world.
+
+Question: What makes Egypt a different location for BPO services compared to India and the Philippines?
+Answer: Egypt has emerged as a competitive location for BPO services due to several factors, including a large pool of skilled and multilingual talent, a strategic geographical location, and a favorable cost structure. Compared to India and the Philippines, Egypt offers several advantages, including a higher proficiency in English language (no accent), cultural affinity with Europe, and a favorable time zone for businesses operating in Europe. Additionally, Egypt has a stable political and economic environment, making it an attractive location for businesses looking for reliable and long-term partnerships. Overall, these factors make Egypt a compelling destination for businesses looking to outsource their customer support operations.
+End of Section 
+
+
+
+Question: What kind of technology does Gochat use to handle customer inquiries?
+Answer: We use a range of cutting-edge technologies to handle customer inquiries, including cloud-based contact center platforms, chatbots, AI, and machine learning. Our use of technology enables us to provide efficient and effective customer support services to our clients.
+
+
+
+Question: What kind of support does Gochat provide for their chatbot services?
+Answer: We provide comprehensive support for our chatbot services, including development, testing, and deployment. We also provide ongoing maintenance and support to ensure that our chatbots continue to function at a high level. Additionally, we work closely with our clients to understand their requirements and provide customised solutions that meet their specific needs.
+
+
+Question: What kind of technologies does Gochat use for the voice services?
+Answer: We use a range of technologies for our daily operations, including Vici for our contact center platform (IVR, ACD, Recording, and reporting) Zoho for our CRM. We have also experience using different technologies used by our clients  like Zendesk, Genesys, Avaya, and Cisco Contact Center.
+
+
+Question: What kind of technologies does Gochat use for the chat bot and non voice services?
+Answer: We use Livechat, Zoho, and Intercomm for our chatbot services, Sprout for social media management, we use Langchain for AI development. We have experience using different technologies used by our clients  like Zendesk, Genesys, Avaya, and Cisco Contact Center.
+
+Question: What kind of technologies does Gochat use for the data Analytics?
+Answer: We use Tableau, Power BI, Google Analytic for Analytic.
+
+Question: Do you offer OMNI Channel solutions:
+Answer: Our main focus is enhancing your customer experience we can’t do this without a cbmprehsevice view of the 360 degree of your customer journey and contact history through any channel. So the answer is yes our main solution are based on OMNI channel approach, we work with our clients to provide the best soltuon for that 
+
+
+Question: What kind of support does Gochat offer for their process automation services?
+Answer: We provide comprehensive support for our process automation services, including development, testing, and deployment. We also provide ongoing maintenance and support to ensure that our process automation solutions continue to function at a high level. Additionally, we work closely with our clients to understand their requirements and provide customised solutions that meet their specific needs.
+
+Question: How does Gochat ensure the accuracy of their chatbot responses?
+Answer: We use a combination of AI, natural language processing, and machine learning to ensure the accuracy of our chatbot responses. Our chatbots are trained on large language models to ensure that they can understand and respond to a wide range of customer inquiries. Additionally, we have a dedicated team of data scientists who monitor the performance of our chatbots and make improvements as needed.
+
+
+
+Question: I need to schedule a demo?
+Answer: Please click this like https://www.gochat247.com/demo
+
+Question:what is your contact email for sales ?
+Answer: Sales and Products enquiries: sales@gochat247.com
+
+Question:what is your contact for job application and joining gochat247  ?
+Answer: Applying for a job or joining us : hr@gochat247.com
+
+Question:what is your office address ?
+Answer: Our Office Address is : St 294, Building 438, Maadi, Cairo.
+
+Question:what is your Mobile ?
+Answer: Telephone : 01149494949499
+
+
+Question: Please share your location (office Location)
+Answer: Our office Location Google Map Location: https://goo.gl/maps/NfknfLoZQm2C1ZoYA
+
+
+
+
+
+
+
+

app.py

@@ -0,0 +1,133 @@
+
+# import logging
+import os
+os.environ['OPENAI_API_KEY'] = "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"
+import openai
+import json
+
+
+# create a logger with a file handler
+# logger = logging.getLogger("chatbot_logger")
+# handler = logging.FileHandler("chatbot.log")
+# logger.addHandler(handler)
+# logger.setLevel(logging.INFO)
+
+from llama_index import SimpleDirectoryReader, GPTSimpleVectorIndex, LLMPredictor, PromptHelper, ServiceContext, QuestionAnswerPrompt
+from langchain import OpenAI
+
+
+documents = SimpleDirectoryReader('https://huggingface.co/spaces/waelabou/Gochat247Demo/tree/main/Data_Gochat').load_data()
+
+
+# Setup your LLM
+
+
+# define LLM
+llm_predictor = LLMPredictor(llm=OpenAI(temperature=0, model_name="text-davinci-003"))
+
+# define prompt helper
+# set maximum input size
+max_input_size = 4096
+# set number of output tokens
+num_output = 256
+# set maximum chunk overlap
+max_chunk_overlap = 20
+prompt_helper = PromptHelper(max_input_size, num_output, max_chunk_overlap)
+
+service_context = ServiceContext.from_defaults(llm_predictor=llm_predictor, prompt_helper=prompt_helper)
+
+
+index = GPTSimpleVectorIndex.from_documents(documents, service_context=service_context)
+
+       
+## Define Chat BOT Class to generate Response , handle chat history, 
+class Chatbot:
+
+    def __init__(self, api_key, index):
+        self.index = index
+        openai.api_key = api_key
+        self.chat_history = []
+          
+        QA_PROMPT_TMPL = (
+        "Answer without 'Answer:' word please."
+        "you are in a converation with Gochat247's web site visitor\n"
+        "user got into this conversation to learn more about Gochat247"
+        "you will act like Gochat247 Virtual AI BOT. Be friendy and welcoming\n"
+        # "you will be friendy and welcoming\n"
+        "The Context of the conversstion should be always limited to learing more about Gochat247 as a company providing Business Process Outosuricng and AI Customer expeeince soltuion /n"
+        "The below is the previous chat with the user\n"
+        "---------------------\n"
+        "{context_str}"
+        "\n---------------------\n"
+        "Given the context information and the chat history, and not prior knowledge\n"
+        "\nanswer the question : {query_str}\n"
+        "\n it is ok if you don not know the answer. and ask for infomration \n"
+        "Please provide a brief and concise but friendly response."
+        
+
+
+                           ) 
+          
+        self.QA_PROMPT = QuestionAnswerPrompt(QA_PROMPT_TMPL)
+        
+
+    def generate_response(self, user_input):
+        
+        prompt = "\n".join([f"{message['role']}: {message['content']}" for message in self.chat_history[-5:]])
+        prompt += f"\nUser: {user_input}"
+        self.QA_PROMPT.context_str = prompt
+        response = index.query(user_input, text_qa_template=self.QA_PROMPT
+                                          )
+
+        message = {"role": "assistant", "content": response.response}
+        self.chat_history.append({"role": "user", "content": user_input})
+        self.chat_history.append(message)
+        return message
+   
+    def load_chat_history(self, filename):
+        try:
+            with open(filename, 'r') as f:
+             self.chat_history = json.load(f)
+        except FileNotFoundError:
+            pass
+
+    def save_chat_history(self, filename):
+        with open(filename, 'w') as f:
+            json.dump(self.chat_history, f)
+  
+
+## Define Chat BOT Class to generate Response , handle chat history, 
+
+bot = Chatbot("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", index=index)
+
+
+import gradio as gr
+import time
+
+
+with gr.Blocks() as demo:
+    chatbot = gr.Chatbot(label="GoChat247_Demo")
+    msg = gr.Textbox()
+    clear = gr.Button("Clear")
+    
+    
+    def user(user_message, history):
+        return "", history + [[user_message, None]]
+
+    def agent(history):
+        last_user_message = history[-1][0]
+        agent_message = bot.generate_response(last_user_message)
+        history[-1][1] = agent_message ["content"]
+        time.sleep(1)
+        return history
+
+    msg.submit(user, [msg, chatbot], [msg, chatbot], queue=False).then(
+        agent, chatbot, chatbot
+    )
+    clear.click(lambda: None, None, chatbot, queue=False)
+
+    
+
+
+if __name__ == "__main__":
+    demo.launch()