Building Real-Time Chatbots with Azure Communication Services, Escalation in Microsoft Teams and AI

In this session, discover how to transform customer interactions by leveraging Azure Communication Services to build a robust, real-time chatbot solution. While the chatbot utilizes Azure OpenAI Service and the Retrieval Augmented Generation (RAG) pattern for intelligent responses, the core focus will be on how Azure Communication Services enables seamless messaging, escalation, and integration with Microsoft Teams.

You’ll learn how to:

  • Use Azure Communication Services to power real-time chat functionality, enabling customers to interact with your chatbot effortlessly.
  • Integrate Azure Cognitive Search and Azure OpenAI Service to enhance the chatbot’s ability to retrieve and generate contextually accurate responses.Build a sample web app or SPFx web part that showcases the chatbot’s capabilities, with Azure Communication Services handling the communication layer.
  • Implement intelligent escalation workflows to transfer chats from the chatbot to human agents in Microsoft Teams without interrupting the conversation.
  • Empower agents with tools to generate chat summaries, schedule Teams meetings, and manage customer interactions—all within the Teams interface, powered by Azure Communication Services.

This session will provide a deep dive into how Azure Communication Services serves as the solution’s backbone, enabling secure, scalable, and real-time integration with Microsoft Teams. Whether you’re a developer, IT pro, or business leader, you’ll leave with actionable insights to elevate your organization’s customer engagement strategy.

Key Takeaways:

  • Master Azure Communication Services: Learn how to implement real-time messaging, chat, and escalation workflows using Azure Communication Services.
  • Seamless Integration with Microsoft Teams: Discover how to connect your chatbot to Microsoft Teams for smooth agent escalation and collaboration.
  • Enhance Chatbot Intelligence: Understand how Azure Cognitive Search and Azure OpenAI Service complement Azure Communication Services to deliver intelligent, context-aware responses.
  • Real-World Implementation: Explore a sample web app or SPFx web part that demonstrates end-to-end chatbot functionality, with Azure Communication Services at its core.
  • Streamline Agent Workflows: Learn how to empower agents with tools like chat summaries and Teams meeting scheduling, all enabled by Azure Communication Services.

 

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