ICM AI Hybrid Chat — Enterprise Customer Service Modernization

Omnichannel AI Customer Support Built on Microsoft Copilot — Unifying Six Channels Into One System

Stack: Microsoft Dynamics 365 Customer Service · Microsoft Copilot · Omnichannel for Customer Service
Duration: March 2022 – August 2022

The Challenge

Built as part of my role at Maaz Technologies, this project addressed a common enterprise problem: customer support scattered across six disconnected channels — WhatsApp, Facebook, web chat, mobile apps, email, and SMS — each with no shared context and no way to triage volume before it reached a live agent.

The Solution

An AI chatbot built on Microsoft Copilot, integrated directly with the client’s customer database and product catalog so it could answer real account and product questions, not just FAQs. Advanced routing handed conversations to a live agent automatically when needed, carrying full context with it. Real-time NLP-based sentiment analysis flagged conversation tone as it happened, giving agents visibility before they even picked up a handoff.

Implementation

  • AI chatbot built on Microsoft Copilot, integrated with customer database and product catalog
  • Unified support across WhatsApp, Facebook, web chat, mobile apps, email, and SMS
  • Advanced routing logic for automatic, context-preserving handoff to live agents
  • Real-time NLP-based sentiment analysis on live conversations

ICM AI Hybrid Chat omnichannel chatbot interface demo

Outcome

A single, consistent support experience across every channel customers actually use — with faster triage, full conversation context on every handoff, and visibility into customer sentiment in real time.

ICM AI Hybrid Chat Power BI analytics dashboard

Technology Stack

  • Microsoft Dynamics 365 Customer Service — omnichannel case and conversation management
  • Microsoft Copilot — AI chatbot and conversational intelligence
  • NLP sentiment analysis — real-time conversation tone detection

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