Powering conversational AI for Fifth Dimension

Our solution

Technology that lets you have your cake and eat it

Fifth Dimension responded to this challenge with creativity and engineering.

Using Forsta survey technology as the foundation, the team developed a chatbot solution that would mimic the structure and interaction of a depth interview – whilst also gathering feedback from hundreds of customers.

Beginning with a huge map of all potential talking points, the team designed the chatbot to respond and adapt to the themes provided by respondents in their open-ended feedback.

For example, when people expressed a more positive outlook about the future, the chatbot asked more questions related to business growth.

Those with more pessimistic views tended to be asked about cost reduction initiatives.

Throughout the process, comments were reviewed by the team and the map framework was updated so that the chatbot could respond in ever more intelligent ways.

The results

Engaged participants give fuller answers for deeper insights

Respondents felt almost like they were taking part in a dialogue with a real person. They willingly invested more time to give detailed feedback that would normally require qualitative interviews.

For the insurance provider, the outputs helped drive an innovation roadmap with dozens of candidate concepts and the confidence to know which features would appeal best to different customer segments.

All this was made possible by the open architecture of the Forsta platform. Fifth Dimension’s developers could adapt and build on this foundation to create a truly conversational experience. The research could reach more people, generate deeper insights and deliver incredible cost efficiencies compared to alternative methods.