Streamlining Internal Support with Microsoft Teams Chatbot Integration
Explore how a custom Microsoft Teams application integrated with a third-party chatbot platform revolutionized internal communication. By enabling employees to access HR, IT, and policy support directly within Teams, the solution enhanced efficiency, streamlined workflows, and improved query resolution times.
Corporate Services, Software Development
6 Months
1 Project Manager, 2 Software Engineers, 1 QA Engineer, 1 Support Specialist
The Challenge
A large organization sought to improve its internal communication by integrating its customer service chatbot with Microsoft Teams, their primary collaboration platform.
The challenge was to allow employees to interact with the chatbot directly within Teams, minimizing the need to switch between applications.
Additionally, the organization wanted the chatbot to access their internal knowledge base and efficiently handle routine queries related to HR, IT support, and company policies.
The Solutions
To address these needs, we developed a custom application for Microsoft Teams that integrated with the existing third-party chatbot platform. This application allowed employees to engage with the chatbot seamlessly within Teams, providing instant access to personalized responses and enabling real-time issue escalation.
We implemented Single Sign-On (SSO) through Microsoft’s Azure Active Directory to ensure secure logins and provide the chatbot with contextual information about users, such as their department and role. The application communicated with the chatbot platform via API calls, enabling real-time responses and full chatbot functionality within Microsoft Teams.
To further enhance support, we set up real-time notifications in Teams for escalated issues. If the chatbot could not resolve a query, the relevant department (e.g., HR or IT support) would receive a direct message, allowing for timely follow-ups.
Results and Impact
The integration of the Microsoft Teams application with the chatbot platform resulted in significant improvements in internal support processes.
Employees could now access the chatbot directly from Teams, streamlining their ability to get answers to common HR, IT, and policy-related queries.
This not only enhanced day-to-day efficiency but also increased employee satisfaction by providing quick and reliable access to information.
The implementation led to higher chatbot adoption rates, improved response times for unresolved queries, and a more organized escalation process for complex issues, ultimately fostering a more productive work environment.
Services We Provided
- Consultation and Planning
- Custom Application Development
- API Integration
- Single Sign-On (SSO) Implementation
- Testing and Quality Assurance
- Deployment and Support
- Training and Documentation
Thanks to Engineeous, the client has seen better customer satisfaction, stability, and performance. The team is responsive, proactive, and creative, works closely with the client, holds daily meetings, maintains a shared Jira board, and has suggested innovative solutions throughout the engagement.
Nicolas Pichavant
Product Owner & Product Manager, Visiativ
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