SailBot.AI
SailBot.AI
In 2020, a forward-thinking SaaS company offering live chat solutions partnered with Scrum Digital to enhance its platform with an intelligent, workflow-driven chatbot. The client catered to service-centric industries such as senior living, dental care, cosmetic surgery, and more each requiring fast, consistent, and effective lead engagement tools.
Their existing live chat platform relied heavily on human agents, which led to high workloads, inconsistent user experiences, and limited scalability. The goal was to build an AI-powered extension that could automate visitor engagement, streamline lead capture, and facilitate seamless appointment scheduling. Recognizing Scrum Digital’s strength in AI product development and SaaS solutions, the client entrusted us with developing SailBot AI, a chatbot designed to convert website traffic into qualified leads.
The chatbot project was focused on solving critical business challenges while enhancing platform capabilities. The following objectives defined our approach:
Develop a chatbot that can instantly greet and guide users with predefined workflows, eliminating the need for manual input.
Enable users to book appointments directly through the chatbot using integrated calendar logic.
Design lead capture forms within the chat interface to convert users into potential clients through meaningful interactions.
Ensure users can switch to live human support seamlessly when required, without leaving the chat window.
Create customizable workflows for different industries dental, senior living, cosmetic surgery, etc. without additional development effort.
Automate repetitive FAQs and data collection to minimize dependency on live agents, improving efficiency and response time.
Throughout the product cycle, the team at Scrum Digital addressed a range of development and UX challenges to ensure success:
Manual handling of every visitor increased operational load.
ChallengesIntroduced a structured chatbot to automate initial engagement and common queries.
SolutionsMany leads dropped off due to incomplete data collection.
ChallengesBuilt-in lead capture forms to collect contact details during the conversation itself.
SolutionsUsers hesitated to type long responses.
ChallengesButton-based flows streamlined the experience with predefined response options.
SolutionsNo support staff during non-working hours.
Challenges24/7 chatbot availability ensured lead capture continued round the clock.
SolutionsUsers couldn’t schedule directly via chat.
ChallengesEmbedded appointment booking system integrated with client calendars.
SolutionsSame flow for all industries didn’t work.
ChallengesCreated client-specific workflows that aligned with industry needs.
SolutionsNo option to connect to a human during complex queries.
ChallengesAdded a live chat handoff button within the same chat session.
SolutionsChat data wasn’t integrated with CRM systems.
ChallengesEnsured the platform exported lead data in real-time to clients’ CRM or email.
SolutionsUpdating flows required custom coding for each client.
ChallengesDesigned a low-code interface to let admins configure workflows on their own.
SolutionsThe platform was not optimized for high-volume clients.
ChallengesBuilt a scalable backend that could support multiple workflows and concurrent users effortlessly.
SolutionsThe chatbot UI was built with simplicity and functionality in mind. A clean and modern interface allowed users to navigate conversations with minimal effort. Button-based responses, branded color schemes, and inline lead forms enhanced usability while reinforcing client identity. We prioritized a layout that worked equally well across desktop and mobile platforms to ensure a smooth user journey.
The design process for SailBot AI followed Scrum Digital’s user-first, agile-driven methodology. Here's how we brought the platform to life:
Stakeholder interviews Competitor analysis Market research Pain point identification Platform goals
User journey mapping Use case development Role-based flowcharts Experience prioritization Conversion pathways
Low-fidelity wireframes Content structure UI layout Clickable prototypes Navigation flow
Interface consistency Accessibility standards Responsive design Visual hierarchy Design system
Agile methodology Sprint-based development Feature prioritization Client feedback loops Scalable architecture
User testing Bug fixing Final QA Post-launch monitoring