Copilot Studio
Service Operations Agent in D365 Contact Center
One of the most interesting new additions to Dynamics 365 Contact Center is the Service Operations Agent. It promises a more conversational way for…
Category: Customer Service
Azure
Diagnosing Conversation Failures in Dynamics 365 Contact Center Using Azure Application Insights
In Dynamics 365 Contact Center, a single conversation traverses multiple services: telephony infrastructure (SIP/SBC), Azure Communication Services (ACS), Teams Telephony, Copilot Studio, Unified Routing,…
Copilot Studio
Understanding Prompt Handling in Dynamics 365 Contact Center
As AI capabilities mature within Dynamics 365 Contact Center, one topic that increasingly surfaces in architecture discussions is prompt handling. Not all prompts are…
Copilot Studio
Practical AI: a lightweight generative web chat agent for guidance and referrals
The final agent in this series is a generative web chat agent, designed around how this organization supports civilians seeking guidance and health-related advisory…
Community
Practical AI: Use an SMS agent for fast case-aware triage
In many service and Contact Center scenarios, the value of AI isn’t about building the most advanced assistant; it’s about solving real problems quickly,…