Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Problem
Our organization has been delivering tests through physical test centers for many years. However, with the rise of online testing and the shift towards digital formats, we are facing a number of challenges in providing a seamless experience for our users. One major issue is that our paper-based tests are difficult to convert to digital formats while maintaining the integrity of the test items. Additionally, delivering tests on a variety of platforms - including computers, tablets, and smartphones - is proving to be a significant challenge. As a result, users are experiencing a disjointed and inconsistent test-taking experience. We need to find a solution that allows us to easily convert our paper-based tests to digital formats and deliver them across a variety of platforms, while ensuring a seamless and consistent experience for our users.
Business Solution
To solve the problem of disjointed and inconsistent test delivery, our organization has developed Unify - a test delivery platform for our flagship products. Unify is designed to host and deliver all types of tests on one single platform. One of the key features of Unify is iViewer - an application that enables the final rendering of tests to the end user. iViewer is the interface through which users are able to interact and take their tests. The goal of Unify is to give users a seamless and consistent experience, regardless of whether they are taking a test in a physical test center or online.
The solution is to convert all paper-based tests into their digital counterpart and delivering them through Unify, the digital test can be delivered on a variety of platforms - including computers, tablets, and smartphones - while maintaining the integrity of the test items. With the integration of iViewer, users will have the same experience across all platforms. This will ensure that our users have a consistent and seamless test-taking experience, regardless of how or where they are taking the test.
Technical Solution
The technical solution to deliver tests through physical test centers and online is Unify. Unify is a test delivery platform that enables the delivery of tests both through test centers and online. Over the years, Unify has been able to keep up with technology evolution and has added key features such as package delivery, test monitoring, paid preparation service and so on. The latest achievement for Unify is its implementation and unprecedented support of web accessibility on its flagship tests. The iViewer application is primarily responsible for making the tests accessible to the community.
Unify uses modern web technologies like HTML, CSS, and JavaScript to enable the final rendering of the tests to the end user. The iViewer application is built with accessibility in mind and follows the Web Content Accessibility Guidelines (WCAG) to ensure that users with disabilities can access and interact with the tests.
Additionally, Unify uses APIs to communicate with the test center systems to synchronize the test-taking information in real-time. This allows test centers to monitor the test-taking process and make adjustments if necessary.
In summary, Unify is a comprehensive solution that enables the delivery of tests through physical test centers and online while providing a seamless and consistent experience for users, with the added benefit of web accessibility. Unify's iViewer application is the key component that enables the accessibility and consistency of the test-taking experience across multiple platforms
Technologies
The technical solution for delivering tests through physical test centers and online is implemented using a combination of modern technologies. The core of the solution is built using Java and J2EE, which provide a robust and scalable foundation for the platform. The solution makes use of Spring framework for dependency injection, and REST web services for communication between different components of the system.
The test items are stored in an XML format and are transformed into a suitable format for rendering using XSLT. The test-taking interface, iViewer, is built using HTML5, CSS3, and JavaScript, along with JQuery and NodeJS to provide a rich, interactive experience for users. Additionally, it also uses SSML to provide support for assistive technology like JAWS, which is used to help users with visual impairments.
The solution also makes use of WCAG standards to ensure that the tests are accessible to users with disabilities. The codebase is managed using SVN and the platform is deployed on JBoss Application Server. Build and deployment are managed using Maven and Jenkins. The system is monitored using Splunk and JIRA is used for issue tracking. The solution is deployed on Unix servers.
In summary, Unify test delivery platform is developed with a combination of industry-standard technologies like Java, J2EE, Spring, Rest Web Service, XSLT, XML, HTML5, CSS3, JavaScript, JQuery, NodeJS, SSML, WCAG, JAWS, SVN, JBoss, Maven, Jenkins, Splunk and JIRA, which provides a robust and scalable solution to deliver tests through physical test centers and online while ensuring a seamless and consistent experience for users, with the added benefit of web accessibility.
Customer Success Outcomes:
With the implementation of Unify, our customers can expect the following success outcomes:
Seamless and consistent test-taking experience: Unify enables the delivery of tests through physical test centers and online, providing a seamless and consistent experience for users regardless of how or where they are taking the test.
Improved accessibility: Unify follows the Web Content Accessibility Guidelines (WCAG) to ensure that users with disabilities can access and interact with the tests, making it inclusive for all.
Increased efficiency and security: Unify uses APIs to communicate with the test center systems and synchronize test-taking information in real-time, which allows test centers to monitor the test-taking process and make adjustments if necessary.
Increased flexibility: Unify can host and deliver all types of tests on one single platform, which allows customers to create and deliver tests in multiple formats, including paper-based and digital, on a variety of platforms, including computers, tablets, and smartphones.
Easy maintenance and scalability: Unify is built using industry-standard technologies like Java and J2EE, which provide a robust and scalable foundation, making it easy to maintain and scale as needed.
Better monitoring and reporting: Unify makes use of monitoring tools like Splunk and JIRA for issue tracking, which allows customers to have a better understanding of the system's performance and quickly address any issues that may arise.
Overall, the implementation of Unify will allow customers to deliver tests in a more efficient, secure, and inclusive manner, resulting in a better experience for users and improved performance for their business.
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