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Development of an AI-Powered Chatbot for NGO Donor Communication Optimization

netguru.com

Non-profit

Medical

Environmental Services

Communication Challenges During High-Volume Fundraising

The NGO struggles with handling thousands of donor inquiries during their annual Grand Finale event, particularly through digital channels like Messenger. Manual processing of repetitive queries about volunteering, donation tracking, and event goals creates volunteer burnout, delays response times, and risks damaging donor relationships during critical fundraising periods.

About the Client

Poland's largest pediatric care NGO organizing annual nationwide fundraising events with millions of participants

Key Project Goals

Automate 80%+ of recurring donor inquiries during event periods
Reduce average response time to under 1 minute for standard queries
Free up 50% of volunteer communication workload
Implement automated content moderation for volunteer protection
Ensure seamless integration with existing digital communication channels

Core System Requirements

Messenger platform integration with Facebook API
Natural language processing for intent recognition
Dynamic FAQ database with admin content management
Automated offensive language filtering system
Live handover functionality to human volunteers
Real-time performance dashboard with KPI tracking
Event-specific campaign configuration tools

Technology Stack Requirements

Serverless architecture (AWS Lambda/Google Cloud Functions)

Google Cloud Platform for backend infrastructure

Dialogflow or Rasa for NLP processing

MongoDB/PostgreSQL for knowledge base storage

React.js for admin interface

Python for backend services

System Integrations

Facebook Messenger API
Google Analytics 4
Internal donor database (CRM)
Volunteer scheduling system
Social media monitoring tools

Performance & Security Requirements

Handle 10,000+ concurrent conversations
99.9% system availability during event periods
End-to-end message encryption
GDPR-compliant data handling
Response latency under 500ms
Auto-scaling capabilities for traffic spikes

Expected Business Impact

The solution is expected to process 5,000+ daily messages during peak events, reducing volunteer workload by 80% while maintaining 24/7 donor support. This will enable faster donor engagement, improved volunteer retention, and increased fundraising efficiency through better communication. The system should maintain 95%+ query resolution accuracy while protecting volunteer well-being through automated content moderation.