Agentic Ai Operations Workflow

Resolve incidents in 4 hours instead of 24. Built with Microsoft Copilot Studio and Power Automate, our agents automate the incident management process—from ticket intake to resolution. Your data stays in your environment. Your IT stays in control.

The Operations Workflow We Automate

1. Ticket Created: Employee submits issue via Teams, email, or form. Power Automate creates ticket in SharePoint.
2. Categorize: AI reads description, assigns category (IT, Facilities, HR), sets priority based on impact.
3. Check KB: Searches knowledge base for known solutions. If found, sends resolution steps to employee.
4. Route or Resolve: If known issue, marks resolved. If not, routes to appropriate specialist with context.
5. Track Progress: Monitors ticket age. Sends reminders if no response within SLA. Escalates if needed.
6. Close & Learn: Logs resolution method. Updates KB with new solutions for future incidents.

Why Microsoft + Concentrix? • Copilot Studio: Build agents with instructions, knowledge, actions, orchestration • Power Automate: 1,500+ connectors, 15,000+ actions, pre-built operations workflows • Azure AI: OpenAI and other LLMs with enterprise security, compliance • Deploy Everywhere: Teams, SharePoint, Dynamics 365, Salesforce, ServiceNow, 20+ channels

Ready to Transform Operations?