The document describes a live support chatbot called Avengers created by team members Pritesh Gandhi, Megha Raizada, Sachin Chugh, and Madhura Jamkhedkar. The chatbot provides tier 1 support to users across multiple channels to address business issues like high costs and turnaround times of dependent support teams. It routes messages using the Microsoft Bot Framework and understands intent and entities using LUIS cognitive services. The chatbot engages users, answers common questions, provides feedback mechanisms, and aims to improve customer experience and reduce business costs and errors.

1. Live Support
Chatbot
Team Name : Avengers
Team Members:
1. Pritesh Gandhi
2. Megha Raizada
3. Sachin Chugh
4. Madhura Jamkhedkar

2. 8
Business has been facing the following issues:
 Always being dependent on the Support person for
resolving the issues.
 No Automated Support for Common Issues
• Users always need to login to SNOW for Reporting the
Issues
• No provision to Support Multiple Channels
 Higher turnaround time
 Higher Cost
 Dependent on the Support team
Solution Approach
A Live Support By Chatbot
• Bot provide a tier 1 support solution to the user.
• Engage audience with integrated across multiple channels to
increase interactions and reach more customers using
website or app to email, GroupMe, Facebook Messenger,
Skype, Slack, Microsoft Teams, Telegram, text/SMS and Skype
for Business.
• Administrator Portal to manage the Support Issues.
• Opérationnel Analytics Dashboard and Reporting.
• Continuos feedback from User.
Business Benefits Realization
Live Support By Chatbot comes with the following benefits:
• Reduces Efforts & Cost as Bot provide a tier 1 support solution to the user.
 Quick turnaround time for Support Problem
 User experience will improve
• Engage your audience, wherever they are
 Reduces transactional errors and proactively ensures 100%
 Increases customer satisfaction and accelerates business
outcomes without increasing program complexity or headcount.
• Increase the Support Issues Repository
Business Challenges
Live Support by Chatbot

3. Live Support by Chatbot Architecture:
Language Understanding
Intelligent Service ( LUIS)
Message
Intent&Entities
Your Live Support
Chatbot Service Code
• Routes messages
• Manage States
• Bot Registration
• Session Tracking
• SDK, API
Microsoft Bot Framework
Ask Issues

4. Bot Framework + Cognitive Services

5. High Level Design:

6. Hi message from user.
Chatbot replies with
available categories.

7. User selects Accenture
SNOW. Where chatbot
further replies with 3
available categories.

8. User selects Complexity
rules for password reset.
Where chatbot further
replies with Complexity
rules information and
URL.

9. Chatbot asks for
feedback.
Hope it resolved your
query. Please provide
your suggestion to serve
you better next time..

10. User provides positive
feedback. Chatbot asks
to continue support
further and the chat
continues..