Delivering excellent, efficient, and personalized customer service is critical for building and maintaining strong customer relationships. However, many organizations struggle to manage high volumes of requests in a timely manner, which leads to low customer satisfaction and decreased revenue.

MAQ Software’s Customer Support Agent Workshop equips your service team with an AI-driven agent using Microsoft 365 Copilot, Copilot Studio, and Azure OpenAI. In just one week, we will envision, design, and demonstrate a Customer Support Agent that automates ticket triage and assists agents with AI-driven suggestions, improving efficiency and customer satisfaction. Seamlessly integrated into your Microsoft ecosystem, the agent enhances your operations without disrupting existing workflows.

Empower your business
By participating in our workshop, you will resolve following challenges:

Long response and resolution times
Inconsistent support quality and knowledge gaps
High cost of human-driven Tier 1 customer support

Lack of real-time ticket tracking and escalations

Inefficient knowledge base search for agents and customers

Target customers

Our workshop is ideal for:

Digital transformation & innovation leaders

Customer Support and Service Teams

Marketing and Communications Teams

Customer Experience (CX) Leaders

Organizations using Microsoft 365 and Copilot technologies

Agenda:

Day 1: Kickoff & Envisioning

Kickoff workshop: How Microsoft Copilot transforms customer support experiences

Deliver Art of the Possible demos for AI-powered customer engagement

Identify key pain points and gaps in current support workflows

Day 2: Assessment & Use Case Prioritization

Assess ticketing system setup, support volumes, common request categories, and current agent workflows

Prioritize high-volume, high-impact use cases for AI enablement (e.g., password resets, order status queries, account updates)

Define agent objectives and scope

Day 3: Design & Flow Building

Architect conversational flows for automated support, agent assistance, and escalation management

Plan integrations with Microsoft Teams, Dynamics 365 Customer Service (optional), and existing ticketing systems

Outline reporting KPIs and dashboards

Day 4: Build & Simulate

Develop working prototype of the Customer Support Agent using Copilot Studio

Simulate ticket intake, resolution suggestions, and escalation flows

Test knowledge base search and FAQ resolution features

Day 5: Roadmap & Handoff

Deliver live demo showcasing real-world customer interaction flows handled by the agent

Present a Copilot Transformation Roadmap to expand automation across more support functions

Build the business case highlighting faster resolution times, cost savings, and improved customer satisfaction

Deliverables:

By the end of the workshop, you will receive:

A comprehensive assessment of your AI readiness.

Insights into customer support process challenges and opportunities.

A customized plan addressing gaps and implementing high value use cases.

A prioritized list of business initiatives for Microsoft Copilot.

Recommendations for objectives, target results, and next steps.

Outcome:

Join our workshop and enjoy these benefits:

AI-Driven Self-Service: Instantly resolve FAQs, account queries, and simple troubleshooting cases

Agent Assist: Suggest relevant knowledge base articles, responses, and next steps during live interactions

Ticket Triage and Prioritization: Automate categorization, routing, and escalation of support tickets

Insights and Reporting: Track customer satisfaction and first response times.

Why choose MAQ Software?

At MAQ Software, we have a deep expertise in AI and proven success implementing Microsoft technology solutions. With our Customer Support Agent Workshop, you will walk away with a ready-to-deploy strategy and prototype to modernize customer service — reducing costs, improving CSAT scores, and increasing operational efficiency — all in just one week. Take your customer support to the next level with our 1-week workshop. Contact us at CustomerSuccess@MAQSoftware.com.

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