Customer engagement agent

Written By Jarom Reid

Delivered for a national telecommunications operator

The challenge

  • High-volume stakeholder queries spread across email, portals and call centers

  • Slow, inconsistent responses across regional operating companies

  • Engagement data fragmented across multiple Azure subscriptions

The agent

  • Copilot Studio agent grounded in the engagement platform's knowledge base

  • Auto-triages, classifies and routes queries to the right team in Dynamics 365

  • Drafts compliant first responses for agent review

The outcome

  • 24/7 first-line response coverage

  • ~60% of routine queries deflected from staff

  • One view of all engagement across regions

Jarom Reid
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AI sales and product advisory agent