The Microsoft Bot Framework enables the creation of conversational bots, such as chatbots for websites. Thousands of companies have already implemented this.

However, the framework is designed for developers, and deploying a chatbot can take months because creating a list of potential user questions and their corresponding answers is a time-consuming task.

For example, if you ask, “Where is your office in the UK?” the bot would not know that it’s the same as asking “What’s the address of your London office?” or “Where’s your company located in Great Britain?” So, you would need to program all these variations within the Microsoft Bot Framework to respond to user inquiries. Imagine all the questions your users could ask and the variations you’d have to account for. This would take a ton of time.

But when you integrate the Microsoft Bot Framework with a large language model (such as OpenAI GPT, Amazon Bedrock, etc), you can quickly launch chatbots on your website in less than a day, without involving your developers. And that’s exactly what we did at ai12z.

We’ve combined a large language model’s (LLM) reasoning engine, which understands the meaning behind a question (in the previous example, the bot would understand that when a user asks “Where is your office in the UK?” it’s the same as asking “What’s the address of your London office?”), with Microsoft’s decision-making logic. This logic processes the message and handles multi-step flows, like initiating live agent escalation.

Now, with our integration, you can easily add question and answering capabilities to your Microsoft bot, enabling it to address a wide range of inquiries about your products, services, and company. Traditionally, because the framework required a lot of effort, organizations would use bots to connect users to live customer service representatives, resulting in long wait times. Our solution leverages AI to understand and respond to customer queries, eliminating queues and reducing operational costs. But you can also still leverage what the Microsoft Bot Framework is good at, which is its decision-making logic like initiating sub-conversations or forms.

Additionally, we have developed an out-of-the-box ticketing system. If a customer service representative is needed where the AI chatbot is unable to answer the question, the user can raise a support ticket and be immediately contacted by a live agent.
 
With our integration of a LLM and the Microsoft Bot Framework, businesses can now deploy intelligent chatbots that understand the nuances of user queries. This integration enhances customer service to be available 24/7, streamlines operations, and reduces costs.