Challenge
SD Worx has established itself as a leading player in the Belgian HR and payroll solutions market. SD Worx was rapidly developing multiple Generative AI chatbots to streamline internal operations and improve how business users engage with their knowledge base. However, without a unifying and customisable user interface, each chatbot deployment was reinventing the wheel, leading to fragmented user experiences, slower adoption across the organisation, and missed opportunities for large-scale efficiency. On top of that, there was no built-in mechanism to capture user feedback, hindering continuous improvement of the AI solutions. These gaps limited scalability and undermined the transformative potential of Generative AI at SD Worx.
SD Worx needed a robust, plug-and-play web chat interface that could be easily tailored to each unique chatbot, all while ensuring user feedback was built in for constant learning and optimisation.
Jonathan Callewaert — Head of Software Engineering, Faktion
Solution
To meet SD Worx’s needs, Faktion developed a custom SDK for a reusable web-chat interface, addressing SD Worx’s immediate needs for the Warrant FAQ chatbot while laying the groundwork for future AI-driven services. Key features include:
- Flexible activation and control, enabling the chat interface to be tailored per web page based on specific user scenarios.
- Real-time processing, secure session management, and a comprehensive chat history that guarantees smooth communication.
- And advanced UI components such as rich media, quick replies, and context-aware responses.
Compliance features—like GDPR adherence and automatic citation display—further strengthen user trust. Crucially, a built-in feedback mechanism drives ongoing AI enhancements, making each interaction an opportunity for system-wide improvement.
By merging personalisation, scalability, and compliance into one sleek, user-friendly package, the solution transcends a simple Q&A tool—empowering SD Worx to seamlessly deploy and manage AI chatbots across various use cases and platforms.
Approach
Faktion and SD Worx adopted a structured, collaborative approach to deliver a scalable and reusable solution. Starting with the Warrant FAQ chatbot as a pilot, ensuring functionalities were validated before scaling broadly. Here are the steps taken:
- Functional and Technical Analysis: Comprehensive stakeholder workshops defined clear business requirements, wireframes, system architecture, and performance benchmarks.
- SDK Development: Utilised Angular and TypeScript to create a robust, maintainable JavaScript SDK, ensuring cross-platform compatibility and personalised interactions via dynamic context management.
This step-by-step method ensured close alignment with SD Worx’s strategic goals, facilitating smooth deployment and adoption.
