Smart Chatbot for a Top NGO to Speed Up Communication With Donors
80%
Of Messenger queries
Handled by the chatbot before and throughout the Grand Finale itself.
~5,000
Messages shared
With donors and people asking how to volunteer.
~100
Questions automated
Different queries the chatbot answers on its own.
The client
The Great Orchestra of Christmas Charity is Poland’s most recognised NGO working in paediatric care. Its Grand Finale brings millions of Poles together each year and raises record sums for advanced paediatric medical equipment and supplies.
With live coverage, an international presence and many events, the Finale is a logistical and communications undertaking — and, as online donations and social media have grown, a digital one too.
The challengeWhat the teams actually needed
Every year, volunteers at the GOCC Communication Center work through thousands of queries from people wanting to help, a great many of them arriving through Messenger.
Challenge 01Answers, fast
People ask how to volunteer, what this year’s fundraiser is for and where it currently stands. Responding quickly matters for an organisation whose standing rests on three decades of transparency.
Challenge 02Volunteers stretched thin
Workloads needed optimising during the Finale so volunteers could spend their time on the questions that actually need a person.
Challenge 03Protection from abuse
Offensive language had to be filtered out to shield volunteers from it, and the whole thing had to arrive under a tight deadline.
What we did
A Messenger chatbot delivered in a four-week sprint
The team brought together QA specialists, a DevOps engineer, engineers on both backend and frontend, a UX designer and a project coordinator, with ease of use and efficiency as the KPIs that mattered.
Scenarios, then candidates
Working with volunteers, the team went through the conversations that come up most often and picked out which of them could be automated at all.
Conversations, written
Research and conversation design produced a full list of queries, followed by the search for an off-the-shelf tool that would integrate with Messenger and bend to the scope.
Serverless on Google Cloud
Google Cloud Platform carries the backend communication for a serverless solution that worked from the start. It arrived in three weeks and was demoed at a second workshop, where volunteers were trained on it.
Time given back
Volunteers at the Communication Center got time back for non-standard questions — and for a break.
Client testimonial
Netguru’s expertise made life easier for our people at the Communication Center and shortened response time for all those who reach out to us on Facebook. I’d say offloading 80% of the traffic on Messenger is quite an achievement! With daily updates, clear workflows, and a high level of ownership on Netguru’s end, working together on the chatbot was a great experience.
Tech stackThe tools that made it possible
01
Google Cloud Platform
The serverless backend behind the chatbot.
02
Messenger
The channel it had to integrate with, because that is where the questions arrive.
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What’s next