Enterprise Feedback Platform

The Challenge

The company wanted to build a SaaS platform that could collect structured feedback from enterprise customers through multiple channels — SMS, email, and voice — with intelligent conversational flows that adapt based on responses.

Key requirements:

• Multi-channel support (SMS via Twilio, email, voice/IVR)
• Conversational AI for guided feedback collection
• Real-time response processing and dashboards
• Multi-tenant architecture for enterprise clients
• Full Infrastructure as Code for repeatable deployments

Our Solution

Microservice Architecture on Azure

We designed and built a platform with C# microservices deployed across 7 Azure App Services, each handling a specific capability:

• Survey Management Service — Survey creation, versioning, and distribution logic
• Channel Gateway Service — Unified interface for SMS (Twilio), email, and voice channels
• Response Processing Service — Real-time ingestion and processing of feedback responses
• Analytics Service — Aggregation and reporting engine
• Identity Service — Multi-tenant authentication and authorization
• Notification Service — Event-driven notifications and alerts
• Bot Service — Conversational AI for guided feedback flows

Bot Framework with Declarative Dialogs

For the conversational experience, we used Microsoft Bot Framework with declarative dialog definitions. Survey flows are defined in JSON — product teams can modify conversation logic without code deployments. The bot handles branching logic, skip patterns, and adaptive follow-up questions.

Real-Time with SignalR

Dashboard users see responses arrive in real time through SignalR connections. As feedback comes in through any channel, it’s processed and pushed to connected dashboard clients instantly.

Ocelot API Gateway

All client-facing traffic routes through an Ocelot API gateway that handles authentication, rate limiting, routing, and request aggregation across the microservice fleet.

Full Terraform IaC

The entire Azure infrastructure — 7 App Services, 3 SQL databases, Service Bus, Storage Accounts, Key Vault, Application Insights, and networking — is managed through Terraform. New environments are spun up with a single terraform apply.

Results

• 7 App Services running production microservices
• 3 SQL databases supporting multi-tenant data isolation
• Multi-channel feedback collection (SMS, email, voice)
• Real-time dashboards with SignalR push updates
• Declarative dialog system enabling no-code survey flow changes
• Full IaC — entire platform provisioned through Terraform

Technologies Used

C#, .NET, Azure App Services, Azure SQL, Angular, Ocelot API Gateway, Microsoft Bot Framework, SignalR, Twilio, Terraform, Azure Service Bus, Application Insights