Lift and Shift and Innovate - LOB Apps

  • 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.

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Architecture

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Customer submits feedback posted to a web endpoint.

The feedback is posted to Microsoft Cognitive Services Text Analytics API to extract sentiment and keywords.

The customer feedback creates a new case in Dynamics CRM or other CRM.

The solution sends a text message to the customer, thanking them for the feedback.

If the feedback sentiment scores lower than 0.3, the app posts this information to a customer service channel to respond.

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.