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.