Illustrative example — not a real client engagement. This case study is a placeholder used to demonstrate structure and depth while real, permissioned case studies are gathered.
- Client
- Confidential — professional services sector
- Role
- Solution Architect
- Duration
- 10 weeks
The Challenge
Support volume had grown faster than the service team, and the majority of incoming tickets were simple, repeatable requests (status checks, password resets, standard how-to questions) that still consumed first-line agent time before being resolved or escalated.
The Approach
Designed a Copilot Studio agent, backed by Dataverse, to classify incoming requests, answer the repeatable categories directly from a curated knowledge base, and hand off anything outside its confidence threshold to a human queue with full conversation context attached — rather than attempting to automate every ticket type from day one.
Integration Approach
The agent called out to existing case-management data through Dataverse virtual tables and a small set of Power Automate flows, so no new source-of-truth system was introduced. Handoffs to human agents passed structured context (not just a transcript) into the existing case record, preserving the audit trail that compliance required.
Implementation Challenges
Getting the agent's escalation threshold right took several tuning passes — set too low, it escalated almost everything; set too high, it answered questions it shouldn't have. Logging every classification decision (confident vs. escalated) was essential for tuning and for building stakeholder trust in the rollout.
The Outcome
Illustrative outcome: in an engagement of this shape, automating the repeatable first-line categories typically frees a meaningful share of agent time for higher-value work, while escalation handling keeps response quality intact for anything the agent shouldn't handle alone.
Lessons Learned
Start the agent's scope narrow (a small number of well-understood request types) and expand only once escalation data shows where it is reliable. Treat the handoff experience to a human agent as a first-class design problem, not an afterthought.
Technologies
Copilot StudioDataversePower AutomatePower AppsAzure OpenAI Service
This is an illustrative example — not a real client engagement. It is included to show the structure, depth, and type of architecture work involved in a project like this, while real case studies are gathered and published.