Lift and Shift - Modern Customer Support Portal

Solution Idea

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This line-of-business application solution provides a mechanism for monitoring and responding to customer feedback. Easily connect multiple business systems to enable nimbler customer support.

Architecture

Architecture diagram Download an SVG of this architecture.

Data Flow

  1. Customer submits feedback posted to a web endpoint.
  2. The feedback is posted to Microsoft Cognitive Services Text Analytics API to extract sentiment and keywords.
  3. The customer feedback creates a new case in Dynamics CRM or other CRM.
  4. The solution sends a text message to the customer, thanking them for the feedback.
  5. If the feedback sentiment scores lower than 0.3, the app posts this information to a customer service channel to respond.

Next steps