Chatbot
A few months ago, we started working with a French company dedicated to IT development and consulting, to join forces with their work teams. One of the first projects we worked on consisted of the development of a conversational chatbot for one of its clients, a generalist digital services company that supports its clients in the implementation of their information system. Specifically, it advises and assists its clients in the implementation of “help desk” and support services for users.
In this context, and in order to provide with a differentiating offer, the company has identified the opportunity to develop a “chatbot” software that can complement the services provided through human intervention.
This allows users:
- to connect to the bot
- open a support ticket
- or check open tickets
For its development we used Microsoft technologies, in this case Microsoft Bot Framework.
The main objectives of the project are:
- provide immediate solutions to users who require support service from the company
- digitize the process in logistics operations by automating all possible steps of the process
- have a two-way communication channel between users and supervisors in real time
The implementation of an attention chatbot was the chosen mechanism to fulfill the primary objectives and obtain other benefits.
Microsoft Bot Framework, the choosen technology:
Bot Framework Composer allows creating chatbots without having to write code. Bot Framework Composer, which is available for Windows, MacOS, Linux, and as a web-based component, allows users to create and export Bot Framework skills and/or Composer assets, such as Language Understanding Intelligent Service (LUIS) from Microsoft and QnA Maker, which can connect to other bots.