The Need
Our Customer, a leading cloud service broker wants a smart chatbot that can be an intermediate between its customers and customer support live agents. The chatbot can handle the most frequently asked questions and in this way, live agents will be able to focus more on complex cases. The chatbot will be available 24/7, this will improve customer satisfaction and boost the productivity of their live agents.
Impacts Delivered
- The BOT was able to handle the most frequently asked questions, hence enhanced the productivity of the service desk.
- The real agents were able to focus on complex issues, and this reduced the overall service support cost.
- The BOT has significantly increased the self-service capacity for the end users.
- The increased self-service capacity for the end users and the availability of the BOT has improved the end customer satisfaction scores.
Our Solution
- Designed and Developed the chatbot using Microsoft Bot Framework and other services provided by Microsoft Solutions.
- A user connects to the BOT through a channel such as Facebook, Slack, or Microsoft Teams.
- The created BOT can be deployed in both Microsoft Teams and web applications.
- Users who do not have MS Teams can access the BOT using a web application developed by Gadgeon.
- Created a knowledge base to train the BOT.
- Developed the logic to handle all agent operations.
- Developed Queue management solution to handle the heavy volume of traffic.
- BOT can be used by multiple tenants and can use for multiple service desk groups.
- BOT will answer frequently asked questions from a trained knowledge base.
- Provided a mechanism to connect to the customer service agent in case the chatbot is unable to resolve the end user issue.
- Support the agent’s functionalities – accept, reject, assign, and transfer operations.
- Support for Multilingual BOT (currently supporting English and Dutch).
- User authentication for webchat users.
Tools & Technologies
- Azure BOT Framework
- SDK V4.0 using .NET Core to develop the BOT and
- React JS to develop the Web UI
- Azure Active Directory (Azure AD)
- Azure storage account
- Azure Cosmos Database
- Translator
- QnA Maker
- App Registration
- Azure App Service
Chat BOT – Architectural Block Diagram
