AI Solutions

Empowering Business with Intelligence

Client Case Studies

Explore our detailed success stories in Artificial Intelligence.

Project Overview

Existing System: Ignite website with no intelligent conversational support

Why Change Required: Users needed instant, personalized answers and human support when AI responses were insufficient.

Problem Summary: The Ignite website lacked an interactive support system, resulting in delayed responses and poor user engagement. The organization required a smart AI chatbot with seamless escalation to live agents for better customer experience.

Business Challenges

Providing accurate, personalized responses using AI.
Seamless transition from AI chatbot to live human agents.
Integrating chat support with Microsoft Teams for agent collaboration.

Architecture (Before)

Tech Stack: Ignite website only
Hosting: Cloud web hosting
Architecture Type: Static support model (email or form-based support)
Legacy Summary: Users depended on email or forms to get support, causing delayed responses and low satisfaction.

Architecture (After)

Tech Stack: Copilot Studio, Omnichannel, Microsoft Teams Live Chat
Cloud Integration: Power Platform and Microsoft 365 ecosystem
Modern Summary: An AI-powered conversational bot handled user queries and escalated unresolved conversations to live agents via Teams in real time.

Key Features

AI-driven personalized question handling
Automatic escalation to live agent
Conversation history transfer to agent
Teams-based live chat integration
Admin configuration and analytics dashboard

Business Value: Improved user satisfaction and reduced support response time.

Data & Security

Role-based access for agents
Secure user session handling
Conversation data stored securely
Compliance with Microsoft security standards

~80%

First-response time reduced

~60%

User engagement increased

~50%

Live agent resolution time improved

Delivery Model & Technologies

Team: 1 (Solo Developer)

Roles: Solution Architect, Developer, QA

Duration: 3 weeks (Agile with rapid iterations)

Technical Differentiators

End-to-end solo implementation
Seamless AI-to-human handoff design
Deep integration with Microsoft ecosystem
Scalable conversational architecture

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