About the Client
A large India-based enterprise looking to modernize its customer interaction channels.
They needed a unified platform that could support web and dial-in callers, automate high-volume interactions, integrate with existing internal systems, and scale to thousands of users across multiple support and marketing use cases.
They wanted a solution that was reliable, scalable, and future-ready for multilingual expansion.
Challenges
The client faced multiple operational challenges:
- Their customer interactions were handled manually through phone and web, causing delays and inconsistent responses.
- No automation existed for repetitive IT or marketing support queries.
- They required a voice+web bot that could maintain context, understand user intent, and integrate with existing CRM/data systems.
- The system had to scale on demand and support future Indian languages.
- They needed an optional sentiment analysis to measure user satisfaction.
- Voice channel capability (dial-in callers) required STT/TTS workflows, similar to IVR systems.
Our Solution
We built a multichannel, AI-based chatbot platform using the Microsoft Bot Framework, capable of supporting both web and dial-in customer interactions.
1. Context Management
- Designed conversational flows that retained context across sessions.
- Integrated the bot with customer systems so it could fetch and store contextual information dynamically.
2. Voice + Web Channel Support
- Enabled customers to interact via web interface or by calling into the system.
- For dial-in callers, implemented:
- Speech-to-Text (STT)
- Text-to-Speech (TTS)
- Voice workflow orchestration
These capabilities mirror the logic and complexity typically found in IVR platforms.
3. Integrations
- Developed APIs to integrate with CRM, internal applications, and data repositories.
- Allowed seamless flow of customer information between channels.
4. Scalability & Reliability
- Deployed on Microsoft Azure with:
- Auto-scaling
- Load balancing
- High-availability architecture
- Continuous monitoring and failover mechanisms
- Ensured the system could handle fluctuating call and chat volumes.
5. Sentiment Analysis (Optional Module)
- Added Azure Cognitive Services integration to detect customer sentiment and improve bot response strategies.
6. Future-Ready Multilingual Design
- Architected the platform so additional languages (Hindi, Marathi, Gujarati) could be plugged in easily in the next phase.
Benefits Delivered
- Significant reduction in manual call handling, as voice callers could self-serve via automated bot workflows.
- Faster issue resolution for IT help desk queries through 24/7 automated assistance.
- Higher productivity for marketing teams using automated outbound and inbound campaign scripts.
- Consistent customer experience across web and phone channels.
- Seamless CRM and system connectivity, reducing data silos.
- Improved customer satisfaction due to sentiment-aware interactions.
Tech stack
- Microsoft Bot Framework
- Azure Cognitive Services (STT, TTS, Sentiment Analysis)
- Azure App Service
- Azure Functions / APIs
- Azure Monitor & Application Insights
- Custom APIs for CRM & internal systems
About Emorphis
Emorphis Technologies is a world-class software development and solutions company that truly believes in “Innovation in motion”. Delivery innovation on the go at an accelerated pace has been our success mantra to date. Over the years we have provided value to our clients in the field of enterprise mobility, cloud, IoT, backend development, Big Data Analytics, and Blockchain.
We serve industries ranging from unicorns and startups to large multinationals in the healthcare, telecommunications, fintech, retail, and publishing industries. Our go-to-market software products – iStatement, iPublisher, and iBuggy have proved our mettle with positive, beneficial customer testimonials. We help our clients with successful product development, consulting services, and testing (manual & automated).
We have profound experience & expertise in various technologies like .NET, J2EE, PHP, iOS, Android, and Cloud Computing, viz. Amazon Web Services (AWS), Software QA & testing (Manual & Automation). Our designed products are cloud-ready and can be readily deployed on AWS/Azure cloud infrastructure.
Our pivot on engineering innovation and R&D helps quicken time-to-market, ensuring high quality at economies of scale, delivering cult competency for the global marketplace. We ensure that your ideas, concepts, and requirements are backed by brilliant execution at our end. Having said that, we extend end-to-end ownership of product/application design, development, and deployment.
