Discover how a global firm cut resolution time by 57% and boosted CSAT by 16 points using an AI Agent powered by Microsoft 365 and Dynamics 365
A global professional services firm with 5,000+ employees across 8 countries wanted to enhance its customer service operations.
The company used Dynamics 365 Customer Service and Microsoft 365 (Outlook, Teams, SharePoint) but faced challenges with slow response times, repetitive work, and inconsistent customer experiences.
The goal was to implement an AI Agent integrated across M365 and D365 to automate case research, improve accuracy, and elevate both customer and employee satisfaction.
Our team designed and deployed an AI-powered Virtual Service Assistant built on:
Dynamics 365 Copilot for contextual recommendations.
Azure OpenAI Service for summarization and intelligent response generation.
Microsoft Graph API for smart content retrieval from SharePoint + Teams.
Power Automate for case routing and workflow automation.
Power BI for real-time performance insights.
AI Features Delivered:
AI-generated case summaries.
Knowledge retrieval from internal documents.
Smart, tone-adjusted email drafts in Outlook.
Predictive next-best-action recommendations.
Insights dashboard tracking resolution metrics.
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