Portals - Unified Communication Interface (UCI)

| Overview

The Unified Communication Interface within the Saffron AI Chatbot centralizes all user interactions—AI assistance, live support, learning resources, and ticketing—into a single, seamless interface embedded across the 75F platform.

This feature eliminates fragmented workflows by allowing users to access help, insights, and support directly within their operational environment (Dashboard, Floorplan, Equipment View), improving efficiency and user experience.

| Objectives

• Enable contextual, real-time communication within the platform
• Reduce dependency on external tools for support and learning
• Improve self-service capabilities and reduce support load
• Provide a consistent experience across web and mobile platforms
• Enhance operational efficiency and decision-making speed

| Target Users

• Building Operators
• Facility Managers
• Installers
• Support Teams
• New Users (Onboarding)

| Capabilities

• Understands operational and data-driven queries
• Integrates with Site APIs to fetch live data
• Logs user intents for analytics and continuous improvement

| Supported Query Types

• Temperature and environmental data
• Equipment status
• Alerts and anomalies
• System behavior explanations

| Multi-Mode Communication

Chatbot to Live Agent Handoff

• Chatbot cannot resolve the query
• User explicitly requests human assistance

User Flow

1. Chatbot suggests: “Talk to a live agent”
2. User selects option
3. System transfers the session

Key Features

• Full chat history transferred
• No repetition required by user
• Confirmation message upon successful handoff

| Rich Media Support

Capabilities

• Embedded:
  • Videos
  • Images
  • Documentation links

Smart Suggestions

• Contextual recommendations based on query type
• Tutorials and onboarding guidance for new users

| Resource Centre Integration

Access Within Chatbot

Users can directly access structured resources through the chatbot interface.

Modules Available

• University / Learning Content
• Video Tutorials
• Help Center
• Talk to Sales
• Share an Idea
• D&I Tool Requests
• Support Tickets

User Flow

• User asks a question or explores resources
• Chatbot surfaces relevant modules
• User clicks and accesses content seamlessly

| Support Ticketing & Feedback Loop

User Flow

• User requests support via chat

• Chatbot collects required details & provides the relevant references within the ecosystem.

• The ticket is created in the integrated CRM

Output

• Confirmation message
• Unique Ticket ID displayed

| Support Tickets

Support Tickets provides users with a centralized view of support requests associated with their sites. Accessible through Saffron AI, the feature automatically retrieves active tickets and displays key details such as ticket status, assigned support representative, site information, creation date, and latest updates. This enables users to efficiently monitor issue resolution progress and manage ongoing support activities across their building portfolio.

It provides a consolidated view of all unresolved support requests associated with the user's accessible sites.

This view helps users:

• Monitor multiple support cases simultaneously.
• Review outstanding issues across buildings and locations.
• Track support engagement history.
• Identify recently updated tickets requiring attention.

Benefits

• Centralized visibility of support requests across managed sites.
• Reduced the effort required to locate ticket information.
• Improved tracking of issue status and resolution progress.
• Faster access to operational support information.
• Enhanced communication and transparency between users and support teams.
• Streamlined monitoring of active service requests.

|D&I Tool requests

The D&I (Design & Integration) Tool Requests feature provides a centralized platform for users to submit, track, collaborate on, and manage, analytics requirements, dashboards, alerts, reports, and other product innovation initiatives within the 75F ecosystem.

Accessible directly through Saffron Assistant, the feature acts as a bridge between users and product teams, ensuring that valuable ideas, feature requests, and operational improvement suggestions are captured, reviewed, prioritized, and tracked transparently.

For more information on the D&I tool request submission, refer to D&I Tool Requests

| Share an Idea

The Share an Idea feature provides users with a structured way to submit product enhancement suggestions, new feature requests, workflow improvements, and innovative ideas directly from the ecosystem. It creates a centralized channel for capturing customer and employee feedback, ensuring valuable suggestions are collected, evaluated, and considered as part of the product development lifecycle.

Rather than relying on emails or informal communication, the feature standardizes idea submission, making it easier for product teams to review, prioritize, and track innovation requests.

For more information on submitting an idea, refer to Share / Submit an Idea

| Announcement Space

The Announcement Space provides a centralized communication area within the platform to deliver important updates, notifications, product information, operational messages, and user guidance directly to all users. Positioned prominently in the application header, announcements ensure critical information is visible immediately upon login, without requiring users to leave their current workflow.

The feature serves as a lightweight communication channel between administrators, product teams, and end users, helping drive awareness of new releases, maintenance activities, training opportunities, feature enhancements, and organizational updates.

Note: To stop a running announcement for better readability, hover over the message to stop the message and read.

| Talk to Sales

The Talk to Sales feature enables prospective customers, partners, and building stakeholders to initiate contact with the 75F Sales team directly from within the 75F ecosystem. This feature provides a streamlined mechanism for users to request product information, discuss project requirements, explore deployment options, and obtain commercial guidance related to 75F solutions.

The feature serves as a centralized engagement point for inquiries that require consultation beyond standard product support or self-service resources.

For more information on the talk to sales from refer to Talk to Sales Flow via Saffron AI Chatbot

| Contact Support

The Contact Support feature provides users with direct access to the customer support team for assistance with product-related questions, technical issues, and operational guidance. It acts as a centralized support channel where users can quickly reach the appropriate support personnel to resolve issues, troubleshoot problems, or seek help using the platform.

Unlike Support Tickets, which are primarily used to view and manage existing cases, Contact Support focuses on initiating a support request and connecting users with the right support resources.

| End-to-End User Journey Example

1. User logs into platform and navigates to Floorplan
2. Opens chatbot to check the temperature in a zone
3. Chatbot provides real-time data
4. User asks a complex question → chatbot suggests a tutorial video
5. Issue unresolved → user switches to live agent
6. Agent continues conversation with full context
7. Support ticket created
8. User later checks status via chatbot

| System Benefits

For Users

• Faster issue resolution
• Reduced context switching
• Improved learning and onboarding experience

For Support Teams

• Reduced redundant queries
• Better visibility into user issues
• Improved response efficiency

For Business

• Increased user adoption
• Higher satisfaction rates
• Scalable support model

| Conclusion

The Unified Communication Interface transforms Saffron AI into a central interaction hub, bridging the gap between operations, support, and learning. By embedding intelligence and communication directly into user workflows, the platform delivers a more efficient, intuitive, and scalable experience for all stakeholders.