Smart FAQ Bot

Introducing SmartFAQ Bot, a revolutionary AI-powered service designed specifically for contact centres aiming to skyrocket their quality and productivity. By analyzing transcripts of recorded calls, SmartFAQ Bot identifies the most frequently asked questions, creating a comprehensive and dynamic FAQ database. This expert system is engineered to provide instant, accurate responses to customer inquiries, significantly reducing wait times and improving the overall customer experience. Empower your contact centre team with SmartFAQ Bot, transforming the way you interact with your customers and setting new standards in operational excellence.

Leveraging our SmartFAQ Bot solution further, we incorporate the invaluable asset of your contact centre's already recorded calls. This enhancement not only enriches the FAQ database with a wider range of inquiries and responses but also allows for continuous learning and adaptation of the bot to changing customer needs and trends. By reusing these recordings, SmartFAQ Bot becomes increasingly effective over time, constantly updating its knowledge base with real-world interactions. This approach not only optimizes the efficiency of your contact centre but also ensures that the bot remains up-to-date, providing your customers with relevant and precise information, further boosting satisfaction and productivity.

A prototype of this bot is developed in 4 weeks. After this four weeks the customer has:

• A knowledgebase with frequently asked questions and answers.
• A conversational interface to interact with these questions
• An integration roadmap to put this in production

Technical steps toward the Bot development include:

• Evaluating existing recordings and customer service input (e-mail, social conversations, text)
• Azure Cognitive Services
• SharePoint storage
• Copilot Studio to customize Copilot for Microsoft 365, build/test/publish Bot (see below for further information on Copilot Studio)
• Publication

Copilot Studio is built on the foundations of Power Virtual Agents and other Microsoft Power Platform technologies. It integrates with Microsoft Azure OpenAI Studio, Azure Cognitive Services, Azure Bot Service, and other Microsoft conversational AI technologies.