Conversational AI

Customer Situation

One of our client (software company) wanted to make their customer support more efficient and move away from their slow, rule-based and multiple hops to solution. Thus,enhancing their customer support experience.

Custom Requirement

With many customers reaching out for renewals, upgrades, malware reporting, operating instructions, and related queries by versions/years, they wanted to handle their requests efficiently and with minimal clicks.

Our customer had a huge knowledge repository for searching and reaching out for the right material and reaching out for agents was a cumbersome process.

Our Solution

• Our team built a comprehensive custom solution using cognitive search with Bot front. The solution includes web scraping of the customer content and indexing.


• Once indexed, NLP based search bot quickly and efficiently provided the most appropriate solutions and handed off the customer calls to Agents based on the sentiment analysis of the chats.