Emerline has developed an innovative AI-powered chatbot document search service tailored for B2B customers, designed to significantly enhance document management and retrieval processes in a business environment.
Implementation of a Bot Agent in Microsoft Teams
Emerline developed a smart Teams bot agent powered by Microsoft Copilot Studio and Azure OpenAI to centralize and simplify access to fragmented corporate data.
Background
Our client, a large international retailer, faced a serious problem caused by the fragmentation of information across its systems. Employees were spending a lot of time searching for client data, documents, and answers that were scattered across numerous, disconnected platforms, such as CRM, SharePoint, and various chats.
This approach led to a number of key challenges:
- Time loss and reduced efficiency: Employees spent valuable time on manual data searches, instead of focusing on their core tasks.
- Lack of a unified context: Information was fragmented, which led to delays and duplicated effort.
- Operational bottlenecks: The absence of a single view of the data directly led to operational delays and the need to perform the same work multiple times.
Methodology
To effectively address the client's challenges, we adopted a structured and agile methodology. This approach allowed us to move from a thorough analysis of the problem to the precise implementation of a solution, ensuring that the final product was not only technically sound but also perfectly aligned with the client's specific business needs. The key stages of our work included:
Solution
Based on our analysis and iterative development, we created a smart bot agent that acts as a single, conversational interface for corporate knowledge, deployed directly within Teams.
Key aspects of the solution:
Unified search experience
The bot allows users to ask one question in Teams and get cross-system results.
Natural language processing
The bot understands natural language queries, such as "What is the current status of the Acme contract?".
Document finder and summarizer
It fetches relevant documents from SharePoint and can provide key sections or summaries.
Intelligent data retrieval
The bot can look up client or case details via Dataverse or CRM and can even calculate basic scores, statuses, timelines, and open issues.
Context-aware responses
The bot personalizes its replies based on who is asking and what case it is about.
Technology Stack
Project Results
This solution makes information retrieval faster, more accurate, and more aligned with how employees work.
"Before" and "After" scenario:
- Before: Manual searching across multiple systems, fragmented context, wasted time, delays, and duplicated effort.
- After: A unified, conversational interface for information retrieval, fast and accurate responses, and getting the required data in seconds directly within Teams.
Key benefits achieved by the client:
- Unified knowledge access: A single interface for accessing enterprise knowledge from various systems.
- Accelerated information retrieval: Information is retrieved in seconds, reducing search time.
- Increased productivity: The bot eliminates the need to switch between tabs or dig through folders, boosting overall productivity.
- Personalized responses: The bot provides context-aware and personalized replies.
By leveraging intelligent bot agents, we provided a transformative solution that addresses the pervasive problem of data fragmentation in modern enterprises. The bot centralizes fragmented information into a single, conversational interface within Teams, enabling employees to access crucial data and insights in seconds. This not only significantly boosts productivity and reduces wasted effort but also creates a more efficient and intuitive way for teams to work and collaborate.
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