Seamless Integration of Google Chat with Third-Party Chatbot Boosts Employee Efficiency and Internal Support
A custom Google Chat app was developed to integrate with a third-party chatbot, allowing employees to access personalized responses, real-time issue escalation, and secure knowledge base access directly within Google Chat. This integration boosted chatbot adoption, improved response times, and enhanced efficiency in managing HR, IT, and policy queries.
Corporate Services, Software Development
6 Months
1 Project Manager, 2 Software Engineers, 1 QA Engineer, 1 Support Specialist
The Challenge
One of our clients, a large organization, needed to integrate their internal communication tool, Google Chat, with a third-party customer service chatbot. The goal was to allow employees to interact with the chatbot directly within Google Chat, eliminating the need to switch between platforms.
In addition to seamless access, the client wanted the chatbot to provide accurate information from their internal knowledge base and handle routine queries, including HR, IT support, and company policies.
The integration required several features:
- Smooth communication between Google Chat and the third-party chatbot platform.
- User authentication through Google accounts to personalize interactions.
- The ability to pass contextual data (e.g., user role, department) to the chatbot to tailor responses.
- Real-time updates and notifications for escalated issues or unresolved queries.
- Ensuring the chatbot’s access to the internal knowledge base was secure and could retrieve the most up-to-date information.
The Solutions
To address the challenge, we built a Google Chat application that acted as an intermediary between Google Chat and the third-party chatbot platform. This solution involved the following steps:
Google Chat Application Development:
We built a custom Google Chat app using Google Cloud APIs, enabling direct access to the chatbot within Google Chat and bridging it with the third-party platform.
User Authentication & Contextual Data:
We integrated Single Sign-On (SSO) using Google’s OAuth2 for secure login and to provide the chatbot with user context, enabling personalized responses.
Integration with Third-Party Chatbot Platform:
The app used API calls to send user queries from Google Chat to the third-party chatbot and receive real-time responses, enabling full chatbot functionality within the internal communication tool.
Handling Escalations and Notifications:
We implemented real-time notifications in Google Chat for escalated issues. If the chatbot couldn't resolve a query, the system would send a direct message to the relevant department (e.g., HR or IT) for timely follow-up.
Security & Data Access:
The Google Chat application was designed to interact with the knowledge base via secure web services, ensuring that only authenticated users could access the information.
Technologies Used
Results and Impact
The integration of the Google Chat application with the third-party chatbot platform had several positive outcomes for the client:
- Improved Employee Efficiency: Employees could access the chatbot directly from Google Chat, eliminating platform-switching and streamlining the process for HR, IT, and policy-related queries, thus improving daily efficiency.
- Personalized Responses: By passing contextual data through SSO, the chatbot was able to deliver more relevant and accurate responses, improving user satisfaction and reducing repetitive back-and-forth queries.
- Seamless Escalation and Support: Real-time notifications within Google Chat ensured that any unresolved issues were quickly brought to the attention of the correct team. This improved the response time for escalated queries and enhanced overall employee support.
- Increased Chatbot Adoption: By making the chatbot more accessible via an existing communication tool, the client saw a significant increase in chatbot usage among employees, leading to better engagement with their internal support system.
- Enhanced Security: The secure integration ensured that sensitive internal information was protected, while the chatbot’s access to the knowledge base remained efficient and up-to-date.
Services We Provided
- Consultation and Planning
- Custom Application Development
- API Integration
- Single Sign-On (SSO) Implementation
- Testing and Quality Assurance
- Deployment and Support
- Training and Documentation
Engineeous' work has helped the client grow and stabilize their turnover. The team delivers on time, adapts flexibly to needs, and communicates primarily via email and messaging apps. Their organizational skills and ability to respond to complex problems have impressed the client.
Théo Bourgeois
Department Manager, Living Actor
The integration between Google Chat and the third-party chatbot platform proved to be a successful initiative, resulting in improved workflows, enhanced internal support, and a more efficient work environment for employees.
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