Modern customer support portal

Cognitive Services Dynamics 365 Microsoft Teams

!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

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Dataflow
B. Customer submits feedback posted to a web endpoint.
D. The feedback is posted to Azure Cognitive Services Text Analytics API to extract sentiment and keywords.
J. The customer feedback creates a new case in Dynamics CRM or other CRM.
L. The solution sends a text message to the customer, thanking them for the feedback.
N. If the feedback sentiment scores lower than 0.3, the app posts this information to a customer service channel
to respond.

Components
Azure Text Analytics
Dynamics 365
Microsoft Teams

Next steps