Best Practice

Autonomous Agents in Microsoft Digital Contact Center

The new era of automation: virtual agents that operate in synergy, understand context, and solve problems in real time. An innovative model of customer assistance, where AI supports operators to ensure more efficient, natural, and personalized interactions, and the Contact Center becomes an intelligent ecosystem.

Intelligent automation. Immediate responses. Satisfied customers.

Microsoft Digital Contact Center's Autonomous Agents bring intelligent automation to a new level. Integrated into Microsoft Dynamics 365, they collaborate as a virtual team coordinated by an orchestrator, analyzing data and understanding context to autonomously handle the most common cases.

The result is faster, proactive, and natural customer support, where artificial intelligence assists people to provide better experiences.

Customer service reimagined with agents

In the Microsoft Digital Contact Center, automation, intelligence, and collaboration integrate to radically transform customer service management.
Every interaction becomes faster, more accurate, and consistent, improving operational efficiency and providing the customer with a superior value experience.

Quick and accurate answers

Digital agents retrieve orders, products, and timelines in real time, drastically reducing management times.

Fluid and personalized experience

Every customer receives tailored responses, without repeating information or waiting for manual escalations.

End-to-end automation

Ticketing, validations, and consultations of the knowledge base are automated and traceable in the CRM.

Loyalty and satisfaction

Operational efficiency enhances the customer experience and strengthens the relationship with the brand.

USE CASE

The perfect return

It all starts with a simple email: a customer requests to return a product. From that moment on, a team of Autonomous Agents springs into action in the Microsoft Digital Contact Center, managing every phase of the process quickly, consistently, and automatically.

Customer and order identification

The first agent analyzes the incoming email, recognizes the customer, and retrieves purchase information from CRM Dynamics, such as the product, date, and sales channel.

Support case creation

Upon recognizing a return request, a second agent automatically opens a new case in the system, assigning the relevant information and linking it to the original order.

Knowledge base consultation

The corporate knowledge base is consulted by a specialized agent to verify the return policy, identifying any applicable timelines and conditions.

Custom response creation

The orchestrator gathers the information produced by other agents and drafts a complete, clear, and coherent response, ready to be sent to the client.

Efficient end-to-end management

The entire process is completed in just a few minutes, ensuring a fast, accurate, and fully automated support experience.

The technology that makes autonomous intelligence possible

The solution is based on a Microsoft integrated ecosystem, designed to promote collaboration, security, and scalability.
Each component contributes to creating an environment where Autonomous Agents operate in a coordinated manner to manage complex processes and generate value for customer service.

Autonomous Agents

Knowledge Base

Process Automation

Native integration with Microsoft Copilot

Make your customer service fast and proactive

Through the combination of expertise, vision, and artificial intelligence, the Contact Center evolves into an autonomous and intelligent platform, capable of anticipating customer needs. Learn more about how AI can contribute to the growth of your organization, contact us, we will be happy to discuss with you.

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