CGI Intelligent Modular Agent

Summary

Streamline back-office and customer service operations with CGI’s Intelligent Modular Agent, an AI-powered automation accelerator for workflow support built on Microsoft Azure and Power Platform.

CGI relieves staff of repetitive work and speeds time to action by building support into your organisation’s workflows — so that work has already advanced before it ever reaches them.
We add intelligence in a way that delivers repeatable results and guarantees efficiencies, with built-in tracking, all while your employees supervise results.

Description

Who We Are

Founded in 1976, CGI is among the largest IT and business consulting services firms in the world.
We are insights-driven and outcomes-focused, helping clients accelerate returns on their technology and business investments.

Across hundreds of locations globally, CGI delivers scalable and sustainable IT and business consulting services — informed globally, delivered locally.

What We Offer

The CGI Intelligent Modular Agent delivers agentic, AI-powered automation to enhance efficiency, accuracy, and decision-making in back-office workflows and customer-facing operations.

Built primarily using Microsoft Power Platform, Azure AI Foundry, and Dynamics 365, it enables organisations to:

Automate unstructured data handling, triage, case management, and communications
Maintain a human-in-the-loop approach for quality assurance

The accelerator is:

Modular and configurable – Components can be added, swapped, or scaled according to business needs.
Low-code and cost-effective – Reduces development time and maintenance costs from proof of concept to deployment.
Microsoft-native – Seamlessly integrates with Power Platform, Azure AI, and Dynamics 365 for secure, compliant, and scalable automation.

Core Functional Capabilities

Unstructured data processing – Extracts insights from emails, chats, forms, tickets, documents, and images.
Context awareness – Dynamically retrieves and augments contextual information.
Regulatory compliance – Ensures explainability, traceability, PII redaction, and human oversight.
Task automation – Handles repetitive operational processes.
GenAI-powered messaging – Leverages Retrieval-Augmented Generation (RAG) for AI-generated responses where the workflow calls for it.
AI-driven triage & decision-making – Routes cases and tasks in real time.
API integration – Connects with external systems for data retrieval and workflow execution.
Azure scalability & reliability – Leverages native Azure capabilities for resilience.
Performance monitoring – Tracks and optimises system performance.
Harm prevention – Ensures safe, controlled AI interactions.

How It Works

The solution uses multiple intelligent components to:

Understand intent, categorise, and triage incoming queries
Automate CRM case creation and document processing
Generate contextual responses using company information
Maintain human oversight through Power Apps routing

The workflow (illustrated on page 2 of the brochure) integrates modules such as:

Power Automate – for deterministic decision making and routing
Azure Language Service – for classification and PII redaction
Dynamics 365 and Power Apps – for human review
Azure AI Foundry and Prompt Engineering – for message generation

Client Outcomes

Organisations using the Intelligent Modular Agent achieve:

Reduced workload through automation of simple tasks
Faster customer response times and improved satisfaction
Optimised time management for staff
Lower maintenance effort via decentralised Microsoft architecture
Maximised value from existing Microsoft systems enhanced by AI

Why Choose Us

Modular architecture using proven Microsoft components (Power Platform, Azure AI Foundry, Dynamics 365)
Proven success across industries including customer service, back-office automation, and case management
Demonstrated deployments, such as handling inbox requests for a major sports venue with automated triage and AI-powered CRM case creation

Contract Duration

Determined at the point of engagement.
The Intelligent Modular Agent can be deployed as a stand-alone accelerator or integrated into existing Azure environments as part of a wider automation or AI enablement programme.

Pricing

Actual pricing depends on the scope, configuration, and client environment.

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