The Power of AI-Enabled Customer Experience (CX) & Chatbots

Accelerate Access To Information for Customers and Support Specialists alike.

The average employee spends 554 hours a year manually accessing information to complete customer service-oriented minor tasks.

We help organizations close the gap between data retrieval and decision making so that employees can work at the speed of business, and fulfill the needs of any type of customer.

Chat Mode is an AI consultancy that works with leading organizations to design, develop and deploy custom AI-powered Chatbots on Microsoft Teams.
Our AI-Powered Chatbots accelerate access to business information and automate workplace tasks.

Chatbot Use Cases

Instantly access business critical data and reports in Microsoft Teams. Access custom reports – pull up sales, field services, application, and finance reports in a couple of keystrokes.

Automate push and pull reports from existing business applications (i.e., Dynamics, PowerBI, Azure Monitor, etc.)

Deliver organizational information at scale. Automate commonly asked questions over Microsoft Teams. Enable access to HR policies, training documentation, office procedures, sales collateral autonomously.

Integrate with existing knowledge bases (e.g., PDF training documents, Sharepoint repositories, etc.)

Capture & interact with business data through Microsoft Teams. Update sales opportunities, capture employee surveys, view, create IT service tickets directly through the Chatbot.

Connect with existing business applications to add, modify, and delete data seamlessly.

Activate complex workflows without ever leaving Microsoft Teams. Automate end-to-end workflows like HR requests, IT fulfillment, sales insights, custom RPA sequences, etc.

Create or augment existing workflows by integrating additional automation layers with business applications.

Use Cases Apply Across Departments & Verticals

Customer service was overloaded with redundant user inquiries like order shipping status. This hurt CSAT and time to resolution. As one of the fastest growing companies of their kind, they didn’t have the time or resources to create a clear path to resolution.

Before exploring a user-facing product, we discovered it took internal employees multiple clicks to find common order info.

We also noticed employees primarily communicated with Teams. Our bot helped them skip a few steps with an easy way to get the info they needed.

Now, just an order number or email brought them helpful order info without leaving Teams. All integrated with their existing systems.

Critical business information was not readily accessible between international business units. This resulted in miscommunication and lost sales opportunities. As a multinational organization with regional specific IT infrastructures, there wasn’t a clear cut solution.

Our research indicated that Microsoft Teams was their primary messaging solution across international locals. 

Furthermore, the existing process of accessing business critical information was either stored in difficult to reach knowledge repositories or was reliant on an employee response via email – that could some times take weeks. 

Our bot helped address both of these obstacles by centralizing access to critical information and making it automatically accessible without human intervention.

The bot also integrated with their existing Sharepoint knowledge base and integrated with their Microsoft Business Applications to access data. 

Compliance experts were overwhelmed with questions from new hires and existing workflows required several manual steps to complete. This increased resolution times and limited availability for high-value work. As one of the largest pharmaceutical companies in the world ensuring compliance is an imperative.

During our initial analysis of existing data, we were able to identify frequently asked questions that yielded significant bandwidth constraints. 

Additionally, we reviewed existing workflows and identified process improvements. Our bot was able to automate their existing manual workflows by integrating several disparate steps into a seamless experience. 

Now, new employees can get access to compliance information and services without overloading the compliance experts team. 

Human resources was overwhelmed with questions from employees regarding COVID-19 and remote work policies. This hurt resolution times, quality of service, and limited ability for high-value work. As a leading financial institution adapting to changing business conditions securing a solution was of utmost importance.

Our Microsoft Teams chatbot provided employees with actionable information on COVID-19 by leveraging a knowledge base from the CDC. 

Additionally, the bot provided HR guidance on remote work policies, reimbursement claims, and access to internal mental wellness programs. 

The chatbot enabled the human resources department to address employees inquiries and needs seamlessly and in real-time.

Sales team had difficulty accessing collateral on their sales enablement platform. This led to lost opportunities and limited availability for high-value work. As a results-driven organization, ensuring their sales force has the right tools is a necessity to increase close rates. 

Through Teams we were able to deploy a bot that accessed case studies, marketing decks, datasheets, RFP responses, etc. from their sales enablement platform. 

Additionally, our bot integrated with their Dynamics 365 instance to pull sales data on specific accounts and sales pipeline reports highlighting opportunities by sales stage. 

Now, sales reps and leadership can access sales collateral or sales reports instantly without leaving Teams. 

Architecture & Integration

Our AI-powered Chatbots integrate and extend
the functionality of your existing Microsoft Technology Stack

By leveraging Microsoft’s Technology Stack, Chat Mode is able to compose intelligent automation layers (API, RPA, etc.) that integrate with existing environments and datasets.

Chat Mode’s conversation & automation stack is comprised of Teams, Azure Bot Services, Azure App Services, Azure Cognitive Services, Power Virtual Agents, Power Automate, Power BI and Power Apps.

Chat Mode’s integration layer spans Dynamics 365, Microsoft 365, Azure, Office 365, and custom integrations outside of the Microsoft Technology Stack. 

Our Chatbot development methodology focuses on leveraging our clients existing infrastructure to mitigate rip and replace, and to incorporate an extensible architecture for future use cases & modifications.

Consulting Methodology

Chat Mode’s consulting methodology is based on a systematic approach that ensures 360 degrees of alignment between objectives, use cases, technologies, and future extensibility. 
We’re invested in our client’s long-term success. Our solutions & strategies provides guidance in the present, solutions in the near term, and positioning for the future.

Value Enabled, Future Proofed

Leverage your investment

Leverage the Microsoft infrastructure you’ve already invested in (Dynamics, Teams, Sharepoint, etc.) and enable it through automation on Teams

Drive immediate value

Practical use cases that simplify, streamline and automate business workflows that drive immediate business outcomes

Future proofed

Microsoft’s evolving conversational AI ecosystem enables future extension of use cases via voice, RPA, computer vision, and other cognitive services & connectors.  

Consulting & Delivery Process

Chat Mode provides end-to-end implementation

Business Analysis

Research and analysis of viable, valuable, and feasible use cases and development of project requirements.

Conversation Design

UX design process for designing persuasive, useful, and engaging chatbot conversations.

Chatbot Training

Proprietary methods for generating and optimizing conversational training data for NLU models.

Development Process

Design, development and integration of dialog flows, business logic, enterprise applications, NLU, and channel connectors. 

Implementation Testing & Strategy

Quality assurance, internal go-live planning, employee enablement, and launch monitoring.

Ongoing Engagement

Post-delivery strategy, analytics, optimization (e.g., NLU, flows, etc.), and extending use cases with additional capabilities. 

Companies We've Worked With

Why Chat Mode?

Thought Leadership

We leverage leading trends, best practices, and insights from our community and industry partners to deliver enterprise grade solutions.

Singularly focused

An experienced team dedicated to building best of breed internal chatbot solutions for Microsoft Teams using the Microsoft Technology Stack.

We've been there

Over the years we’ve supported enterprises, mid-market companies, and start-ups with their conversational AI initiatives. 

Ready to see how we can help?