Client at a glance
Revolutionizing Customer Support with AI-Powered BOTs
Through innovative BOT development and seamless integration with Microsoft Teams, we empowered Technology Services to automate routine tasks, enhance responsiveness, and deliver exceptional customer experiences. This collaboration positions the client to lead in customer support excellence, leveraging cutting-edge tools to meet evolving business needs.
Challenge
Technology Services, a trusted Microsoft partner, sought to optimize their internal customer support processes. The aim was to:
- Automate repetitive tasks to enhance efficiency and responsiveness.
- Reduce agent handling time by streamlining customer identification and verification.
- Improve customer experience with real-time insights and advanced automation tools
However, integrating Microsoft Teams’ real-time audio and video data streams with tools like LUIS (Language Understanding Intelligent Service) presented compatibility challenges. A solution was needed to overcome these limitations and create a seamless process for automating and enhancing customer interactions.
Our Approach
We developed and delivered two innovative BOT solutions, leveraging Microsoft Teams and cutting-edge technology to transform customer support workflows.
Key actions included:
- Interactive Voice Response (IVR) BOT:
- Caller Identification: Enabled the BOT to intercept incoming calls, identify callers, and display their information to the customer service representative.
- Call Redirection: Designed the BOT to redirect calls to the appropriate IT department, reducing agent handling time and improving efficiency.
- Scalability: Future-proofed the BOT to work with attached phone numbers once Microsoft supports this functionality.
- Real-Time Call Assistance BOT:
- Keyword Detection: Enabled the BOT to join Microsoft Teams calls, listen for predefined keywords, and display relevant information in real time.
- Sentiment Analysis: Incorporated sentiment detection to flag negative customer interactions, notifying supervisors with options to join the call or chat with the representative.
- Speech-to-Text Transcription: Transcribed conversations, collected participant details, and sent transcripts to attendees via email.
- Face Analysis: Added the ability to analyze customer facial expressions during video calls, providing insights to enhance engagement and satisfaction.
Impact Delivered
- Faster Identification: Reduced the time required for customer identification, streamlining the initial interaction.
- Improved Responsiveness: Enabled customer service representatives to access relevant information in real time, enhancing efficiency.
- Enhanced Customer Experience: Delivered tools that provide live insights and proactive support, creating a more engaging and satisfying user experience.
Expertise and Scope
- Tech Stack: .NET Framework, C#, Azure, Azure Web Services, Azure Bot Framework, Microsoft Graph API, Microsoft Teams, Microsoft Skype SDK
- Deliverables: IVR BOT, Teams Call Assistance BOT with advanced functionalities
- Team: Cross-functional development and implementation teamWeb Sockets