Customer support chatbot: 4 weeks implementation.

Dept Agency can help your company to professionalize your customer support by implementing a chatbot on your website that handles questions from customers automatically and switches over to Live Chat when in-person help is needed.

We implemented this solution e.g for our client Oxxio (provider of electricity, natural gas and internet), by using the Microsoft Bot Framework as open source SDK and Microsoft Azure Bot Services to manage, connect and deploy the chatbot. This Oxxio chatbot is used by approximately 2000 users per day, where 80% of these users get their support questions answered through the chatbot automatically and only 20% switches to Live Chat for in-person help. By handling 80% automatically, Oxxio can reduce support costs, but support employees can now also focus on the more complex questions that require in-person contact, which increases client satisfaction.

By design our chatbot solution is agnostic on the front- and backend. This means that the framework allows almost any kind of system to be plugged in to serve as knowledge database. Some examples are - but are not limited to - Microsoft QnA Maker, Microsoft LUIS, CafeX Live-Assist and Microsoft Dynamics CRM. On the frontend the framework allows you to connect any kind of customer facing application. Examples are - but not limited to - custom native mobile and web applications but also (out of the box) messaging tools like Facebook Messenger, Slack and Skype for business.

This chatbot solution is currently in use by several enterprises, SMBs and startups to manage digital customer support within the organization.

Implementation agenda:

Week 1: Defining and setting up solution architecture. Week 2: Setting up Microsoft Bot Framework and Microsoft Azure Bot Service. Week 3: Building integrations with LiveChat solution and existing knowledge base backend systems. Week 4: Finalizing the solution, testing & go live of the solution.