MS Teams Chatbot for Contact Center Queries
10xDS successfully delivered a chatbot solution concept for a semi-autonomous government agency in the Middle East to provide assistance to private-sector businesses and individuals. The MS Teams-based chatbot solution helped the beneficiaries of the programs with details of the programs as well as specific queries around application status, payments, and complaints, among others. The solution greatly shortened the time it took to resolve calls by providing answers to frequently asked queries and facilitating access to fundamental information. Data retrieval via APIs from many sources was greatly simplified with the addition of Natural Language Processing and Contextual Search. With this, we have seen lower operational expenses and more efficiency and precision.