Data Platforms & Warehousing
An AI-powered chatbot, answers across the enterprise.
An AI-powered enterprise chatbot for a national customs authority.
Overview
A national customs authority needed faster internal access to policies and procedures. We delivered an AI-powered enterprise chatbot grounded in the authority's own documentation.
Challenges
What we had to solve.
Challenge 01
Tool sprawl
Teams, Outlook, Calendar, ITSM — separate workflows.
Challenge 02
Knowledge silos
Customs procedures scattered across systems.
Challenge 03
Daily friction
Routine questions ate up specialist time.
Challenge 04
Secure deployment
Customs data is sensitive.
Solutions
What we built.
Solution 01
Teams + Outlook + Calendar bot
AI inside the tools they use.
Solution 02
ITSM integration
Create, assign, update tickets from chat.
Solution 03
Customs knowledge
RAG-based AI grounded in customs docs.
Solution 04
Azure-native
Built on Azure Bot Services and Azure AD.
Implementation
From kickoff to launch.
01
Use case mapping
Identified highest-friction workflows.
02
Knowledge ingestion
Indexed customs regulations.
03
Bot framework
Built on Azure Bot Services.
04
M365 integrations
Teams, Outlook, Calendar, ITSM.
05
Rollout
Department-by-department adoption.
Impact
Results that matter.
In-flow
Inside M365
ITSM
Tickets from chat
Knowledge
RAG-grounded
Azure
Bot Services
Enterprise
Customs-wide
Technology Stack
Built with the right tools.
Azure Bot Services
Azure AD
Laravel
Microsoft 365
ITSM
Azure OpenAI
More work
Other case studies.
Explore the outcome
in full.
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