An AI-powered customer support agent built using Microsoft Power Platform to automate order management tasks such as order tracking, updates, and cancellations.
The agent provides a conversational experience where users can interact naturally, validate order details, select required actions, and receive automated updates through Dataverse and email notifications.
The Contoso Support Agent helps customers manage their orders through an intelligent conversational interface.
Users can:
- Track order status
- Update order details
- Cancel orders
The agent understands user intent, guides users through validation steps, performs the requested action, updates backend records, and sends confirmation notifications.
User
|
↓
Copilot Studio Agent
|
├── Intent Recognition
|
├── Order Number Validation
|
├── Action Selection
| |
| ├── Track Order
| ├── Update Order
| └── Cancel Order
|
↓
Power Automate Cloud Flows
|
↓
Dataverse
|
↓
Email Notification
- Greets users
- Understands support requests
- Routes users to appropriate topics based on intent
Example:
User:
"I want to check my order"
Agent:
"Sure, I can help you track your order. Please provide your order number."
The agent validates order numbers using a defined format:
ORD-111111
Validation logic:
- Checks required prefix (
ORD-) - Ensures six numeric digits
- Redirects users to correction flow when invalid
Example:
Invalid:
12345
Agent:
"The order number format is incorrect. Please enter it in the format ORD-123456."
After successful validation, users can choose:
- Track Order
- Update Order
- Cancel Order
Each option routes to a dedicated topic.
Before performing actions:
- Agent requests email confirmation
- Validates customer information
- Ensures secure order access
The agent connects with Dataverse to:
- Retrieve order information
- Update order status
- Store transaction details
Example updates:
Pending → Updated
Pending → Cancelled
Power Automate sends email notifications after successful actions.
Examples:
- Order update confirmation
- Cancellation confirmation
- Status updates
| Technology | Purpose |
|---|---|
| Microsoft Copilot Studio | Conversational AI Agent |
| Power Automate | Workflow automation |
| Microsoft Dataverse | Data storage |
| Power Platform | Low-code application platform |
| Outlook Connector | Email notifications |
- Copilot Studio agent development
- Topic design and conversation flows
- Entity/input validation
- Conditional branching
- Power Automate integration
- Dataverse CRUD operations
- Business process automation
- AI-powered customer support solutions
- Add Power BI support dashboard
- Add AI-generated responses using generative AI
- Integrate with external CRM systems
- Add authentication using Microsoft Entra ID
- Implement multilingual support
Neethu Narayanan
Microsoft Power Platform Developer | Automation Enthusiast