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Microsoft Education Mexico

Tecnológico de Monterrey

Customer Service Automation

The Instituto Tecnológico de Monterrey (TEC) developed a virtual assistant via Bot Framework Composer to serve its different audiences and provide immediate attention any time of day.

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A process such as registration that previously required 10 people dedicated exclusively to answering questions is now carried out automatically thanks to AI.
So far, the virtual assistant has been used by over 40,000 users and has recorded over 250,000 conversations.
Today, TEC Monterrey has more than 60 campuses, 90,000 students and 13,000 adjunct professors.

Reported impact

Business outcome

A process such as registration that previously required 10 people dedicated exclusively to answering questions is now carried out automatically thanks to AI. The virtual assistant has been used by over 40,000 users and has recorded over 250,000 conversations.

  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

The Instituto Tecnológico de Monterrey (TEC) developed a virtual assistant via Bot Framework Composer to serve its different audiences and provide immediate attention any time of day. TEC Monterrey's front-end bot was developed in Bot Framework Composer, an open-source service that provides a visual canvas of authorship that enables dialogue, language comprehension models, knowledge bases, and response generation. In addition, Azure Cosmos DB is also used for conversation storage and SQL Server for bot efficiency reporting and analytics insights, all of which is on Azure. Carmen Reyes, Head of Architecture and Development for Analytics Solutions at TEC, says that in late October 2020, Microsoft Azure was launched to develop a virtual assistant. At that time, there were four employees who worked for six weeks to create a first version. Reyes emphasizes that "Microsoft's support was critical at the time, not only for how to learn how to use the tools but also for how to make better...

Data flow

Community questions enter a Bot Framework Composer assistant on Azure, conversation history is stored in Azure Cosmos DB, and reporting data is analyzed for service and efficiency insights.

Solution architecture

3 components · 3 layers
  1. Compute
    • Azure Provides the cloud platform that hosts the solution's data processing, analytics, and managed services.
  2. Storage
    • Azure Cosmos DB Stores application and conversation data for the assistant experience.
  3. Serving
    • Bot Framework Composer Builds and orchestrates the virtual assistant conversation flows.

Architecture clues

  • Azure Cosmos DB is used for conversation storage and SQL Server supports bot reporting and analytics insights, all on Azure.
  • The front-end bot was developed in Bot Framework Composer.
  • The virtual assistant became the standard service channel after the first enrollment use case succeeded.

Evidence from the source

A process such as registration that previously required 10 people dedicated exclusively to answering questions is now carried out automatically thanks to AI.
Azure Cosmos DB is also used for conversation storage and SQL Server for bot efficiency reporting and analytics insights, all of which is on Azure.
So far, the virtual assistant has been used by over 40,000 users and has recorded over 250,000 conversations.
The Instituto Tecnológico de Monterrey (TEC) developed a virtual assistant via Bot Framework Composer to serve its different audiences and provide immediate attention any time of day.
Transparency Evidence & methodology 91/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value91/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Tecnológico de Monterrey customer story

    First-party
    https://www.microsoft.com/en/customers/story/1787226546404815242-tec-azure-cosmos-db-higher-education-en-mexico
    Source type
    Vendor-published customer story
    Published
    Jul 4, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Jul 4, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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