AI Solutions
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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