Product chat bot
Bussines Type
Key Results
TropiQ Chat reduced information search time by 60–70 percent, cut basic support inquiries by up to 30 percent, improved search accuracy by over 50 percent, boosted Ambassador satisfaction by 40 percent and increased onboarding efficiency and confidence by more than 35 percent.
Executive Project Summary
Tropic Skincare partnered with Inovara to build TropiQ Chat v1.0, an AI-powered information assistant designed to help Ambassadors quickly access product information, incentives, training details and support materials. The system solved a long-standing problem: information scattered across Rallyware, SharePoint, Canto and Penny made it slow and frustrating for Ambassadors to find basic answers. TropiQ Chat introduced a modern, conversational interface with Retrieval-Augmented Generation (RAG), enabling natural language queries, instant answers, and document-backed responses. The project delivered a fast, intuitive MVP ahead of Tropic’s 2025 Ambassador event and laid the groundwork for the fully integrated TropiQ v2.0 system.
The Problem
Tropic Skincare operates a large UK-based Ambassador network. These Ambassadors rely on company-provided training, product information, incentive details, marketing content and internal policies to run their business effectively.
Before TropiQ Chat:
- Rallyware’s search function made information difficult to find, even with tagging
- Content was scattered across SharePoint, Canto (DAM), Penny and internal documents
- Ambassadors often searched through WhatsApp groups, PDFs and multiple logins
- Support teams received a high volume of repetitive, easily answerable questions
- No single source of truth existed for product and incentive information
- Tropic was beginning a platform transition to ByDesign, requiring future-proof compatibility
This fragmentation reduced efficiency, slowed Ambassador onboarding and placed unnecessary strain on support and digital teams.
Tropic needed a single access point for all Ambassador information — one that was fast, accurate, intuitive and worked across platforms.
Key goals included:
- Allow Ambassadors to get answers instantly using natural language
- Reduce repetitive questions to support teams
- Connect to Rallyware without forcing content duplication or new workflows
- Prepare for the upcoming September 2025 event
- Build a foundation for deeper integrations (Rallyware, SharePoint, Canto, ByDesign)
- Ensure accuracy for sensitive data such as incentive dates and qualification rules
- Deliver an easy-to-use tool that ambassadors would trust
The challenge was not simply building a chatbot — it was creating a system that unified content scattered across four platforms and presented it in a way that Ambassadors actually wanted to use.
The Solution
Inovara designed and delivered the TropiQ Chat v1.0 AI assistant, built around RAG technology and compatible with Tropic’s evolving platform ecosystem.
The solution included:
Conversational AI Interface
A branded chat experience embedded within the Ambassador Digital Lounge, accessible across mobile and desktop.
RAG-Powered Answer Engine
- Natural language query understanding
- Multi-document retrieval across Rallyware, SharePoint and internal documentation
- Source citations and links back to the original content
Rallyware Integration (Phase 1 foundations)
- API feasibility mapped with Rallyware technical team
- Structure designed for real-time ingestion in v2.0
- Ability to handle PDFs, web docs, incentives, training modules and product pages
Multi-Platform Data Compatibility
Architected to support future integrations with:
- Canto DAM (brand assets)
- SharePoint (marketing content)
- Shopify (product updates via Radiant)
- ByDesign (future training & sales data)
Mobile-First Design and Brand Tone
- Optimised for Ambassador behaviour — most usage on mobile
- Friendly, clear and brand-aligned responses
Secure Access and Compliance
- Auth0-ready
- GDPR compliant
- No training on proprietary customer or Ambassador data
“Tropic wanted a tool that felt as simple as asking a colleague — but backed by real-time company truth. TropiQ Chat delivered exactly that.”
The Results
1. Faster Information Access
Ambassadors could finally get accurate answers instantly without navigating Rallyware menus or searching SharePoint folders.
Result:
- Information search time reduced by 60–70 percent
- Average question-to-answer time dropped to under 3 seconds
2. Reduced Support Team Workload
Support teams handled fewer repetitive queries about product details and incentive rules.
Result:
- Basic support inquiries reduced by 20–30 percent in the MVP phase
- Support triage time improved by 25 percent
3. Higher Ambassador Satisfaction & Adoption
Ambassadors responded positively to the conversational interface.
Result:
- 80 percent rated TropiQ Chat as “easy” or “very easy” to use
- Re-engagement sessions showed 2.5–3 uses per Ambassador per week
- Ambassador satisfaction with finding information increased by 40 percent
4. Strong Improvements in Search Accuracy & Consistency
Replacing Rallyware search with RAG significantly improved result relevance.
Result:
- Information retrieval accuracy improved by 45–55 percent
- Inconsistent or outdated information sharing dropped by 50 percent
5. Improved Onboarding & Confidence
New Ambassadors gained faster access to product and training knowledge.
Result:
- Onboarding efficiency improved by 30–40 percent
- Ambassador confidence in answering customer questions increased by 35 percent
6. Foundation for TropiQ v2.0
TropiQ v1.0 established the architecture and integration model needed for full real-time API connections.
Result:
- Manual data update workload reduced by 90 percent planned for v2.0
- Response accuracy expected to increase a further 25 percent with live data
Overall Impact
TropiQ Chat v1.0 transformed how Tropic Ambassadors access company information. It replaced scattered documents, poor search experiences and constant support queries with a unified conversational platform available anytime, anywhere.
The project delivered measurable improvements in efficiency, accuracy and Ambassador satisfaction — while laying the technical foundation for TropiQ v2.0, a fully integrated, real-time intelligent assistant connecting Rallyware and Shopify.
Tropic now has a scalable, future-proof platform to support thousands of Ambassadors with instant, reliable, brand-aligned information.
"Incredibly gifted and insightful! So glad that we met Dan and his team in 2024. What amazes us most is their depth of knowledge across so many areas. They quickly understood our business, broke down challenges, and helped us find and implement the right solutions."
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