Customer Services Agent is a voice-enabled conversational AI solution designed for modern call center operations. Built using Copilot Studio and integrated with both Dynamics 365 Supply Chain Management, Dynamics 365 Commerce and Hautelogic ISV, the solution enables customers to update orders, raise complaints, and request changes through natural, human-like voice conversations.

The agent maintains full conversational and transactional context, allowing it to understand intent, apply business rules, and execute changes directly in Dynamics 365 through Model Context Protocol (MCP). From call initiation to system updates, the agent handles end-to-end workflows including order verification, inventory checks, complaint handling, and automated confirmations, without manual intervention.

By automating high-volume, repetitive call center interactions, the Customer Service Agent empowers call center teams, reducing queue pressure, minimizing update errors, and allowing human agents to focus on complex, high-value customer cases.

Key capabilities

Order management

Validates order details and customer information
Checks real-time inventory availability
Executes order updates directly within Dynamics 365 F& SCM
Handles order changes such as quantity, color, item additions, cancellations, and delivery date updates

Complaint & case management

Validates customer complaints through voice interaction
Suggests appropriate resolutions based on business rules
Updates customer orders in real time

Voice-enabled customer experience

Human-like, conversational voice interaction
Available 24/7 across all time zones
Supports multiple languages based on client preferences

Business Benefits and Measured Imapct

Automation of repetitive support cases and order changes
Improvement in first-contact resolution rates
Faster response times and reduced call center queue volumes
Higher accuracy in order updates, returns, and exchanges
Reduced dependency on human agents
• Always-on support with multilingual, global availability

Roadmap capabilities

Order updates

Address and store reallocation requests
Add items to existing orders
Order holds and enhanced order change scenarios

Order status & availability

Order status enquiries
Product availability and restock information
Shipment status and delivery issues

Returns, refunds & resolution

Returns (RMA) and refunds
Exchange requests
Loyalty point adjustments
Discount recommendations and up/cross-sell suggestions

Purpose/Goal

The Customer Service Agent is designed to modernize contact center operations by automating voice-based interactions that traditionally require human agents. It reduces manual workload, accelerates resolution times, and improves customer satisfaction while ensuring accuracy and compliance.

Summary

Visionet delivers the Customer Service Agent as an end-to-end, enterprise-ready solution using conversational AI that interacts with enterprise systems using Model Context Protocol (MCP). Built to work natively within Dynamics 365 Supply Chain and Dynamics 365 Commerce, the agent executes real system changes, not just conversations.

By empowering call center teams, offloading repetitive interactions, and maintaining a personalized, human-like experience, the Customer Service Agent enables organizations to scale customer support efficiently without adding headcount, even during peak demand periods.

Customer Service Agent

autor Visionet Systems, Inc