The challenge
Middy’s Home Services needed a better way to engage visitors from the moment they landed on the site. Too many users were dropping off before exploring the services on offer, and the team wanted to change that by making it easier to get answers, find support, and take the next step.
The goal was to introduce a digital assistant that could support users across the entire website, especially on high-intent pages like service listings and FAQs. It had to deliver fast, helpful responses around the clock, while staying true to the brand’s tone and professionalism.
Lead generation was another key focus. Middy’s wanted a smoother way to capture and qualify enquiries, giving users a clear, low-effort path from question to action.
Our approach
Arcadian delivered a custom AI ChatBot solution tailored to Middy’s Home Services’ brand, customer goals and site structure. Rather than offering a one-size-fits-all experience, the chatbot was trained using a comprehensive range of business content. This included website copy, FAQs, internal documentation, promotional scripts, and customer-facing materials like ad copy and videos.
The result is a chatbot that can hold accurate, brand-aligned conversations across a wide range of topics. It supports users by answering common questions, guiding them through the site, and prompting them to complete contact forms at the right moments.
Handling unpredictable or unclear enquiries was a key priority. We carried out rigorous testing to ensure the chatbot could manage vague or unrelated inputs gracefully, always staying within the scope of the brand’s voice. Whether responding to a direct question about a service or redirecting a broad query, it maintains clarity and tone throughout the interaction.
The chatbot design was aligned with the existing Middy’s Home Services website for a seamless user experience.
The outcome
Visitors to the Middy’s Home Services website can now get instant answers thanks to the new AI ChatBot. It’s designed to step in where users typically hesitate, helping them find what they need and nudging them towards the contact form when it counts.
Since launch, engagement has noticeably improved. People are sticking around longer – Average Engagement Time is up 5 percent, and Session Duration has jumped by 14 percent.
As services change, the chatbot updates too. It’s been retrained several times to match new offerings and content, meaning it keeps working effectively without any downtime or rebuilds.
This isn’t just about automation – it’s about making the website more helpful, more responsive, and more aligned with what users actually need.
