I am currently working on creating custom IVR system with below requirements:
customers can chat with chatbots through calls
If customer need to speak with human agents the call need to be transferred
Human agent also have conversation over phone
Agent will resolve the query, if needed he want to access customer data from database
need to send email automatically to customer once call is over ( if customer requested )
Once call is over, the full conversation happend between customer , chatbot and human agent need to be stored in database.
But i am confused on how to implement this whole system using azure services, please help me with this