The start of the full-scale invasion of Ukraine caused a crisis in psychological conditions of many of the residents, including teenagers: some were forced to leave their homes and relocate, some were struggling with remote learning routines, all that adding up to the usual burden the youth faces worldwide. The NoTrivia project (Ukrainian: Не Дрібниці) created a chatbot in the country’s popular platform, Telegram, to assist young Ukrainians and provide them with free professional mental health aid. The project, funded by donations and institutions including UNFPA and UK government, was experiencing troubles while managing the influx of users that their initial CRM system and chatbot could not handle properly. Lionwood addressed both aspects of the issue, building a brand new CRM and reprogramming the chatbot, to empower their mission.
Node.js
Phaser.js
React.js
Notrivia is a social project implemented by UNFPA Ukraine and the "Molodvizh" organization with the support of the UK government. It is a safe space for teenagers to deal with relationship problems and experiences exacerbated by the war using the popular Telegram platform. The user is greeted by a chatbot who can offer resources and information or connect the most struggling users with a professional psychologist for free anonymous consultation. Their user audience has since grown, offering important assistance in times of war-induced crises.
The platform, consisting of a Telegram chatbot and a CRM system to manage the workflows, was performing adequately at the initial stage, but soon, the problems arose when scaling. The CRM used was a conventional, standard system oriented towards commercial operations, and did not fit the workflows that involved prioritizing the inquiries, managing statistical data, or assigning user roles to administrators and psychologists. At the same time, the chatbot required expansion, with multiple branches in its logic needed to reflect the vast range of topics and requests that it was intended to handle. Lionwood.software was engaged with both sides of the project to provide a highly tailored, holistic solution.
Expand the chatbot to include multiple scenarios for offering help, thus minimizing the burden on psychologists
Create a new CRM system from scratch that would fit the actual workflows and provide the necessary data
Incorporate dashboards that reflect the chats and other data in real time
Add campaigning functionality to create targeted mass communications
Establish user roles and permissions that reflect the privacy and data policies of the project
Allow for convenient prioritization of flows, providing first-order-of-business help to the most at-risk categories
Ensure in-built flexibility and potential for scaling in the overall platform
The new system of chatbot+CRM was launched as early as a month into the collaboration, with the web application on the back office end including functionalities to manage chats, users, stats, and campaigns. The further work on the project was scoped in subsequent waves to keep development at a pace that was comfortable for the client organization. The results included a higher user satisfaction rate, with 58% of chatbot users rating the service 5 out of 5. The professionals providing assistance can now manage their workload with the project to prevent burnout and keep the quality high.
Click one of our contacts below to chat on WhatsApp
