Custom AI chatbot development that handles real volume
Purpose-built conversational AI for enterprise support, sales, and operations. Integrates with your customer relationship management, grounded in your knowledge base, and ships in weeks, not quarters.
Redefine builds chatbots that deflect tickets, qualify leads, and resolve requests on your stack, with human escalation when confidence drops.
Most chatbot projects answer frequently asked questions. Yours needs to run the business.
Generic bots frustrate customers. Enterprise chatbots need customer relationship management context, accurate retrieval, and escalation paths that protect revenue and compliance.
- Retrieval-augmented generation on your catalog, policies, and order data, with answers grounded in what you actually sell.
- Dynamics 365 and Salesforce actions in the same conversation thread.
- Confidence-based escalation with full transcript to your agents.
- Production launch in 6 to 10 weeks with measurable deflection targets.
- Frequently-asked-question bot trained on marketing copy, producing wrong answers on real orders and returns.
- No customer relationship management write-back, so agents re-ask everything the bot already heard.
- Six-month discovery before a single channel goes live.
- No post-launch tuning, so deflection drops after the first month.
VP Customer Support
Our bot could answer policy questions but froze on anything involving an active order. Agents ended up doing the work anyway.
Director of Digital
We spent eight months in discovery with another vendor. When they finally demoed, it was a large language model wrapper with no customer relationship management connection.
After Redefine Delivery
Forty percent of tier-1 chats never hit our queue. Escalations arrive with order context already attached in Dynamics 365.
What production chat volume looks like on day one
Real conversation flows, live key performance indicators, and escalation paths, not a demo script.
Ticket deflection
0%
Tier-1 intents resolved without human handoff
First-response time
0s
Median across web and mobile channels
Intent accuracy
0%
Customer satisfaction (bot-only)
0
Where is order #PK-88421? It was supposed to ship Monday.
Order PK-88421 shipped May 12 via FedEx. Tracking: 7482...2910. Estimated delivery May 15. Want me to email the link?
I can also add a note to your Dynamics 365 account for your account manager.
Yes, email the tracking link. That's all I needed.
Resolved · 0 agent minutes · customer relationship management updated
Web Widget
Embedded on product and support pages with single sign-on for logged-in customers.
Mobile Software Development Kit
Native in-app chat with the same orchestration layer and customer relationship management context as web.
Microsoft Teams Channel
Internal support and knowledge assistant deployed directly in Teams with the same intent model as customer-facing channels.
Everything our enterprise chatbot development services build includes
From retrieval architecture to customer relationship management actions, scoped as one engagement, not a patchwork of vendors.
Retrieval-augmented generation on your knowledge base
Hybrid retrieval over product catalogs, policies, and support articles. Evaluation harness built before go-live so answers stay grounded.
Customer relationship management and ticketing integration
Dynamics 365, Salesforce, ServiceNow, and Zendesk, reading customer context and writing back cases without breaking your workflow.
Smart escalation
Escalation logic routes complex or high-value conversations to the right agent with full context. Confidence thresholds, topic filters, and personally identifiable information redaction are built in from the start.
Multilingual conversations
Locale-aware flows with tone guidelines per market. Compliance and brand voice enforced across every language variant.
Analytics and key performance indicator dashboards
Deflection, containment, customer satisfaction, and intent breakdowns in a dashboard your operations team owns, not buried in a vendor portal.
Security and compliance
Personally identifiable information redaction, audit logs, role-based access, and retention policies aligned to GDPR and SOC 2, enforced in every channel before responses go live.
Post-launch optimization
Intent model retraining, flow tuning, and key performance indicator benchmarking after go-live. Your chatbot improves from real conversation data, not guesswork.
Four phases from brief to production traffic
Phase 1
Discovery and architecture
Intent map, integration specification, and retrieval design signed off before build starts.
- Intent workshop from ticket exports and chat logs
- Customer relationship management field mapping and authentication documented
- Retrieval evaluation harness defined with pass thresholds
Phase 2
Sprint 1 prototype
Working bot on staging within 7 days of sign-off, real flows, not wireframes.
- Top intents live on staging with sample retrieval-augmented generation sources
- Escalation path demonstrated with transcript handoff
- Stakeholder review scheduled before integration sprint
Phase 3
Integration and hardening
Customer relationship management connectors, load testing, guardrails, and user acceptance testing on production-representative volume.
- Bi-directional customer relationship management sync with error handling and retries
- Load test at peak-hour message volume
- Personally identifiable information redaction and compliance guardrails validated
Phase 4
Launch and optimize
Phased rollout, monitoring dashboards, and first optimization sprint from live data.
- Phased channel rollout with deflection monitoring
- Key performance indicator dashboard handed to your operations team
- First optimization sprint from production conversation data
40% deflection for a Dynamics 365 promotional products distributor
A national distributor needed order status, catalog, and quote requests handled in chat, with every resolution logged in Dynamics 365.
Company
National promotional products distributor (Dynamics 365 Commerce)
The problem
Support team overwhelmed with repetitive order-status and catalog questions. Legacy frequently-asked-question bot could not access live inventory or customer relationship management records, so customers escalated frustrated.
How we built it
Custom retrieval-augmented generation over 1M+ SKU catalog, intent classifier for order versus quote versus escalation, and bi-directional Dynamics 365 integration for case creation and account notes.
- Web widget and Teams channel from one orchestration layer
- Confidence thresholds with agent handoff in under 3 clicks
- Weekly intent review cadence post-launch
The result
0%Tier-1 ticket deflection within 90 days of launch
Average handle time for escalated tickets dropped 28% because agents received full transcript and customer relationship management context. Customer satisfaction on bot-only resolutions held at 4.5/5 through Q2.
Ticket deflection at 90 days
Bi-directional customer relationship management sync
Faster escalated handle time
Bot-only customer satisfaction sustained
Built to connect to the systems you already run
We scope every connector before Sprint 1. No surprise middleware projects mid-build.
Dynamics 365
Customer Relationship Management + Commerce
Salesforce
Service Cloud
Zendesk
Ticketing
ServiceNow
IT Service Management
Microsoft Teams
Channel
Custom REST
Your Application Programming Interfaces
Need a platform not listed? We document authentication, field mapping, and rate limits in the architecture phase so integration scope is fixed before development starts.
Inside our conversational AI development: how your chatbot processes every message
Five production nodes from channel ingress to customer relationship management action. Click any step to see what runs under the hood.
Channel Gateway
Web, mobile, Teams
Unified ingress for web widget, mobile software development kit, Microsoft Teams, and WhatsApp. Session management, rate limiting, and personally identifiable information redaction at the edge.
Intent Classifier
Route by topic and urgency
Fine-tuned classifier maps utterances to intents with confidence scores. High-urgency or low-confidence paths trigger escalation before the large language model responds.
Retrieval-Augmented Generation
Your docs and catalog
Hybrid search over product catalogs, policies, and support articles. Chunking and re-ranking tuned on your content, not a generic knowledge base.
Large Language Model Orchestration
Grounded responses
Prompt assembly with retrieved context, tone guidelines, and compliance filters. Token budgets and latency service-level objectives enforced per channel.
Customer Relationship Management and Escalation
Dynamics 365, Salesforce, Zendesk
Creates or updates customer relationship management records, opens tickets with full transcript, and hands off to live agents with context intact.
A chatbot development company built for production volume, not pilot demos
Side-by-side: what you get with Redefine versus a typical implementation partner.
Questions before you book a call
A focused enterprise chatbot with customer relationship management integration and retrieval-augmented generation on your knowledge base typically ships in 6 to 10 weeks from sign-off. Sprint 1 delivers a working prototype on staging within 7 days. Timelines depend on integration complexity, language coverage, and compliance requirements, all scoped in your proposal before work starts.
Yes. We have built production integrations with Dynamics 365, Salesforce, ServiceNow, Zendesk, and custom REST application programming interfaces. Integration scope, authentication method, and field mapping are documented in the architecture phase before any conversational flows are built.
Every engagement includes a retrieval evaluation harness, confidence thresholds, and fallback rules. Low-confidence responses route to a human agent or a safe scripted reply, never a guessed answer. Intent models are tested on your real conversation logs before go-live.
You own all source code, prompt templates, vector indexes, and integration logic at project completion. This is written into the contract before Sprint 1. We do not retain licensing rights or usage claims on your conversational AI assets.
Typically 3 to 4 hours per week: one sprint review, async feedback on conversation flows, and a final user acceptance testing sign-off. We handle architecture, development, integration, testing, and deployment documentation.
You can continue with a managed services retainer for monitoring, intent retraining, and key performance indicator benchmarking, or run it fully in-house with the handoff package we deliver. Post-launch optimization sprints improve deflection and customer satisfaction from real conversation data.
Read this before you submit a brief
You need a chatbot tied to customer relationship management and real product data, not a website frequently-asked-questions widget.
Deflection, customer satisfaction, or cost-per-ticket is the success metric.
Your team can commit 3 to 4 hours per week for sprint reviews.
You want production launch in weeks with a fixed scope.
You only need a marketing-site frequently-asked-questions widget with no backend integration.
Budget is under $25,000 for a full enterprise build.
You need a generic large-language-model wrapper with no custom retrieval.
Timeline requires public launch in under 3 weeks with zero discovery.
Not sure? Tell us your situation and we will be straight with you. Submit your brief →
What arrives in 3 business days after your brief
No generic deck. Every proposal maps intents, integrations, and sprint scope to your stack before you sign.
Intent and flow map
Top 15 to 25 intents from your ticket logs or chat exports, with deflection targets and escalation rules per intent.
Integration specification
Customer relationship management objects, authentication method, field mapping, and rate limits for Dynamics 365, Salesforce, Zendesk, or custom application programming interfaces.
Retrieval architecture
Source inventory, chunking strategy, evaluation harness design, and confidence thresholds for grounded answers.
Sprint plan and timeline
Four-phase delivery with Sprint 1 prototype date, user acceptance testing windows, and phased channel rollout schedule.
Fixed line-item pricing
Scoped build fee, optional managed services, and post-launch optimization cadence. Scoped before work starts, line-by-line pricing, no commitment to receive a proposal.
Success metrics
Deflection, customer satisfaction, first-response time, and intent accuracy benchmarks tied to your baseline volume.
Enterprise controls built into every chatbot
Personally identifiable information redaction, audit logs, and role-based access are scoped in the architecture phase, not bolted on after launch.
SOC 2-aligned delivery practices
Secure software development lifecycle, secrets management, and environment isolation for staging and production.
Personally identifiable information detection and redaction
Configurable patterns for credit cards, social security numbers, and account numbers before messages reach the large language model.
Full conversation audit trail
Every turn logged with intent, confidence score, retrieval sources, and escalation reason for compliance review.
Your data stays in your tenant
Vector indexes and conversation logs deploy in your Azure, AWS, or GCP environment when required.
Submit your brief. Scoped proposal in 3 days.
Tell us what your support or sales team handles manually today. We will map the custom AI chatbot development scope and integration path before Sprint 1.
Brief received
Brief received, we will review your workflow and send a scoped proposal within 3 business days.
Extend your chatbot consulting services into a full AI program
Build
AI Development Services
Custom models, application programming interfaces, and data pipelines beyond the chat interface.
Operate
AI Managed Services
Monitoring, retraining, and incident response after your bot goes live.
Govern
AI Governance Consulting
Policies and controls for conversational AI in regulated industries.
Strategy
Generative AI Consulting
Roadmaps that connect chatbot pilots to enterprise-wide AI deployment.
Advise
AI Consulting Services
Ideal customer profile alignment, vendor selection, and build-versus-buy decisions before you commit.
Explore
AI Services Hub
Full catalog of consulting, development, and managed AI capabilities.