Microsoft Teams Digital Assistant for Contact Center
Built a digital assistant chatbot, to help contact center agents serve customers without having to switch between applications.
Project Description
The bank engaged us after a public social media backlash highlighted slow and inconsistent customer service responses. Technology and operations leaders needed a way to improve response times without adding pressure to already stretched contact center teams.
Our initial work included aggregating customer interactions from social media, performing sentiment analysis, and assessing contact center operations to identify the root causes of customer complaints.
Rather than automating social media responses, we focused on improving back-office efficiency. We designed and implemented a digital assistant chatbot integrated into Microsoft Teams, allowing agents to access multiple backend systems through a single interface.
The chatbot streamlined information retrieval and case management, enabling agents to resolve customer issues faster and deliver more personalized, high-quality responses, ultimately reducing issues escalating to social media.
Client Industry
Financial Services (Banking)
Services
Digital Assistant, Custom Development, System Integration
Value Delivered
Back-Office Automation for Faster Issue Resolution
A digital assistant that streamlined agent workflows, reduced operational friction, and improved customer experience without compromising service quality or brand trust.
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Reduced transaction check inquiry from an average of 5 minutes to 1 minute.
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Reduced Turn-Around-Time (TAT) for service consultants responding to customers by 80%
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Reduced time to onboard new agents, by reducing the number of applications they need to learn before they can serve customers from more than 10 to 1.
Digital Assistants and Agents
Need a Back-Office Automation?
Help your clients do more with less and reduce context-switching between applications with custom agents and chatbots.