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Build an internal company chatbot in Microsoft Teams so the office stops putting customers on hold to look things up

who Courtenay Carace, co-owner of Pest-End, a pest control company in Plaistow, New Hampshire, speaking at NPMA's Academy, in Pest Control Technology

What it does

Pest-End built a chatbot, P.E.N.N.Y. (Pest-End's Expert on Navigation, Needs and You), through Microsoft and uses it in Teams. It combs through the company's database so team members have its information at their fingertips while helping customers. On the back end, the company sees which questions are being asked and uses that to decide what coaching employees need, and the chatbot helps keep SOPs up to date.

Tool cost

Built through Microsoft and used in Teams; the exact product and its price aren't given; ChatGPT Free $0; Go $8/mo; Plus $20/mo if you start with a ChatGPT project

Setup

Medium · or we do it from $149/mo

Tools

Microsoft Teams

Customer questionsOperationsHome Services & Trades

The problem

Company information wasn't easy for team members to get to, and "our teams were putting customers on hold for far too long," Carace said.

What happened

Pest-End was one month in when Carace presented it. "It's not perfect, but we are able to see on the backend what questions are being asked and what coaching we need to do with employees internally," she said. No hold-time figures are given. A technical chatbot for technicians in the field is a plan, not a result. Self-reported.

Quoted in the source: Courtenay Carace, co-owner, Pest-End. Source: Pest Control Technology: Three Hacks to Stay Ahead of the AI Curve in Pest Control (2025-08-18) · Added 2026-10-19.

How to set it up yourself

  1. What Pest-End does: an internal chatbot in Teams answers staff questions from the company's own information, and managers read the questions to see where coaching is needed.
  2. List the 30 questions that make your office put customers on hold (prices, service areas, prep sheets, re-treat policy) and gather the documents that answer them.
  3. Load them into an assistant your staff already open every day (a Teams bot, or a ChatGPT project or Claude Project to start) and test it with those 30 questions using the prompt below.
  4. Read the question log every week: a wrong answer means fixing the document, and a repeated question is a coaching topic.

Copy-paste prompt

You help the office staff of {COMPANY NAME}, a pest control company, answer customers while they're on the line. Use only the attached documents: {PRICE SHEET, SERVICE AREAS, PREP SHEETS, POLICIES}. Answer in 3 sentences or fewer, then name the document it came from. If the answer isn't in the documents, say "Not in our documents, ask {MANAGER}". Question: {QUESTION}
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