Service Quality Agent
The Service Quality Agent is an intelligent agent built on the Microsoft Dynamics 365 ecosystem, designed to provide integrated support for technical assistance, quality management, and service management processes. The agent acts as a connection point between customers and the organization, combining conversational interactions, process automation, and advanced analytics to ensure effective and proactive handling of service requests.
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Through Microsoft Teams, Dynamics 365, and Power Pages, the Service Quality Agent enables customers to open support requests in a simple and guided way. The Production Manager can access the portal and interact with a virtual agent using natural language to describe an issue related to a specific machine or a defective component. During the conversation, the agent automatically collects all required information, contextualizes the request, and allows the upload of images of the non-conforming product. Based on the collected data, the Service Quality Agent identifies potential quality anomalies and immediately triggers notifications to the Service Manager, ensuring timely ownership of the issue.
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The customer experience is further streamlined by the ability to directly add the required component to an order, specifying quantities and operational needs. The agent automatically creates the order within the CRM, including a detailed description of the issue, the correct product reference, and all provided attachments. In parallel, a Customer Service Case is opened and pre-filled with the information gathered during the interaction and the results of the initial analysis, minimizing manual activities and reducing the risk of errors.
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From the Service Manager’s perspective, the Service Quality Agent becomes a central tool for analysis and control. All technical information, generated orders, and open cases are available directly in Dynamics 365, with automatic notifications delivered through Microsoft Teams to highlight anomalies, quality alerts, or relevant updates. Through conversational interaction, the Service Manager can query the system to review similar cases, identify recurring patterns, and compare the current issue with historical data, supporting a preventive and continuous improvement approach.
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The agent also provides immediate access to Customer Service insights, allowing periodic reports and analyses to be requested through simple natural language commands. These insights enable monitoring of service volumes, performance, and non-conformities, providing details for strategic decision-making. In addition, the Service Quality Agent automates critical operational activities such as sending communications to customers and suppliers or scheduling urgent meetings, ensuring continuity, fast response times, and effective coordination among all involved stakeholders.
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In this way, the Service Quality Agent goes beyond managing support requests, becoming a true enabler of service quality and reliability, enhancing the customer experience and strengthening the organization’s ability to respond effectively and proactively to issues.