About customer
The case study focuses on the innovative project undertaken by GoCoffee to enhance customer interaction through the implementation of digital avatars within their coffee vending machine network. Initially, the vending machines were equipped with digital screens used primarily for displaying advertisements. However, the addition of microphones and AI digital avatars transformed these interactions from one-way communication into dynamic dialogues. This approach not only modernized an everyday transaction but also leveraged digital technology to create a more interactive and personalized customer experience.
Utilizing Microsoft Azure technologies, GoCoffee developed a "digital barista" that could engage in real-time with customers. This digital avatar provided information about the products, assisted in operating the machine, accepted feedback for improvements, and could even engage in casual conversations, adapting to the mood and preferences of the user.
About customer and project
GoCoffee is a self-service coffee shop in Bulgaria, offering quick, convenient access to high-quality coffee through an automated system. The business distinguishes itself due to its self-service model combined with interactive technology, reducing staff needs and enhancing customer interaction. Standing out in the coffee industry, particularly in a market like Bulgaria where coffee culture can be strong and traditional, poses certain challenges. The self-service model, while innovative, must compete with the traditional café experience that offers sit-down service and a potentially more relaxed atmosphere. Increasing income involves balancing the costs of the investment against revenue from more locations and machines, GoCoffee's unique and convenient service.
Current state
GoCoffee operates several service points in Blagoevgrad, specifically within Largo Mall and the Mall of Blagoevgrad. The business sees an average sales volume of about 30 cups per day. Additionally, GoCoffee has secured exclusive agreements with Dutch and Italian product manufacturers.
Challenges and solutions
Key Objectives and approach
-
Increase Engagement: GoCoffee aims to enhance customer interaction through an interactive technologies. By providing a more engaging self-service experience, the company seeks to encourage repeat visits and increase the average number of transactions per customer. The implementation of these technologies not only modernizes the coffee purchasing process but also makes it more interactive and enjoyable, potentially leading to higher customer satisfaction and loyalty.
-
New Experience: Another primary objective is to introduce a new coffee purchasing experience in the Bulgarian market. By combining high-quality coffee with a tech-driven, self-service model, GoCoffee introduces a novel approach that differentiates it from traditional coffee shops.
Technologies: Azure OpenAI Service, Azure ML Studio, Azure Speech Studio, Azure neural voice, Azure TTS Custom Avatar
Implementation:
The project utilized a suite of Microsoft Azure technologies to bring the concept to life. Initially, Azure OpenAI Service was employed to design an intelligent conversational model capable of engaging in real-time with customers. This model was then fine-tuned using Azure ML Studio to ensure the highest levels of accuracy and adaptability in interactions. Next, Azure Speech Studio and Azure Neural Voice were integrated to produce natural and lifelike voice responses, allowing the digital barista to communicate effectively with users. Finally, a custom Text-to-Speech (TTS) Avatar was developed to provide a visually engaging interface, creating a holistic and immersive customer experience.
Rapid:
-
1 month from developing prototype at hackathon, organized by American University in Bulgaria to MVP.
Results
The transformation was groundbreaking. During the pilot testing phase, the introduction of the digital barista significantly increased customer engagement. Within the first three months of beta testing, there was a 68% increase in sales, exceeding initial projections. This not only confirmed the commercial viability of the project but also demonstrated how technology can significantly enhance user experience.
"We are always on the lookout for cutting-edge innovations to integrate into our business. We're thrilled with AwaraIT's exceptional expertise in innovative solutions! Their implementation of digital avatars in our GoCoffee vending machine network revolutionized our customer interactions. The AI digital avatars turned a simple coffee purchase into an engaging, personalized experience. Thanks to AwaraIT, we saw a staggering 68% increase in sales within three months. Their deep knowledge of Microsoft Azure technologies was crucial in achieving this success." – Nikita Lyshansky, General Manager, GoCoffee
Next steps:
The pilot with GoCoffee turned out great, and as a result, the possibilities for scaling this model are currently being assessed. This evaluation will determine how the digital avatar concept can be expanded across additional locations to maximize impact and profitability.
This implementation showcases the potential of digital innovation in transforming everyday experiences and enhancing customer satisfaction through interactive technology.
Awara IT expertise in this Solution Area:
The TPS team consists of 80 percent of the former employees of Microsoft, some of the employees have more than 25 years of experience with Microsoft products and teaching. The team includes 4 MCT, 1 MVP and 6 certified Azure AI Engineer Associates. Our team participated in the launch of Microsoft products in many generations, so we know for sure the importance of the educational process, adaptation, timely updating of materials, and that is why we use such an innovative solution for our work.
