PROJECTS | Implementation of Microsoft Copilot Studio (AI Assistant)
Virtual Assistant with Microsoft Copilot Studio
This project involved the development and implementation of a virtual assistant built with Microsoft Copilot Studio. The goal was to create an AI assistant capable of handling a wide range of topics, integrated with Dynamics 365 Customer Service for seamless agent handover and automatic case creation in Dynamics 365 Customer Service.
What is the value of an AI assistant?
With Microsoft Copilot Studio, businesses gain a scalable, AI-driven solution that enhances customer service, reduces the workload for agents, and provides accurate answers based on up-to-date information.
Microsoft Copilot Studio: Tailored AI Assistant for Customer Service
Leveraging the power of Microsoft Copilot Studio, we developed a virtual assistant that efficiently handles:
- Automatic Case Creation: When users contact the assistant via the client's website, the solution automatically creates cases in Dynamics 365 Customer Service.
- Seamless Transfer to Agents: If the user requires further assistance, the assistant can transfer the conversation directly to a customer service agent.
- AI Training on customized content: The assistant was trained on the client’s specific documents and website content to provide high-quality and accurate responses.
Implementation and Operations Framework
Our solution included a strategic and standardized framework for implementing Microsoft Copilot Studio:
- Design and User Stories: We defined how the solution would support user needs, with detailed user stories and targeted processes.
- Training and Maintenance: The client was provided with tools and guidance to maintain and further develop the AI assistant over time.
- Efficient Implementation: The solution was deployed with minimal impact on daily operations and clear guidelines for future maintenance.
Results
Using Microsoft Copilot Studio, we delivered a solution that:
- Increased customer satisfaction through fast and accurate responses.
- Reduced the workload for customer service teams by automating case creation and initial interactions.
- Enabled the client to continuously train and improve the assistant without the need for external services.
Technologies and processes used
- Microsoft Copilot Studio: For developing and training the virtual assistant.
- Dynamics 365 Customer Service: For automated case creation and agent transfer.
- AI Training methodology: Customized training based on websites and documents.
- Implementation Framework: Standardized model for efficient deployment and maintenance.
OVERVIEW
Our client needed a solution to enhance customer service by automating responses and providing accurate, context-aware assistance. The goal was to develop an AI-driven virtual assistant capable of handling multiple topics, seamlessly integrating with Dynamics 365 Customer Service, and increasing efficiency through automatic case creation and agent handovers when needed. The solution also had to be easy to maintain and scalable for future growth.
SCOPE
The project included the design and implementation of a virtual assistant trained with Microsoft Copilot Studio, using the client's website content and documents to deliver precise and reliable responses. The assistant was integrated with Dynamics 365 Customer Service for automatic case creation and smooth handovers to agents. We also established a standardized implementation framework, enabling the client to train and maintain the assistant independently over time.
SOLUTION
The solution streamlined the client’s workflow by automating customer interactions with fast, accurate responses. The assistant:
- Handled inquiries through the website.
- Created cases in Dynamics 365 Customer Service.
- Transferred conversations to agents when needed.
With our framework, the client can easily maintain and further develop the assistant, resulting in increased efficiency, improved customer satisfaction, and reduced costs.
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