Customer Service
Customer Self-Service Answer Agent
Assist-only · Starter · Medium severity
Works with: SharePoint, Website, D365 (optional case creation)
The problem
The same 30 questions arrive by email and phone forever: how do I, where is my, what does this cost, what's your process for. The answers exist in documents and on the website; customers can't find them, so staff answer them one at a time.
What the agent does
- Customer asks a question in web chat (site or portal).
- Agent answers from approved knowledge only: curated SharePoint library, website content, published FAQs — with source links.
- If it can't answer confidently or the customer asks for a person, it collects details and creates a case/lead in D365 (or emails the right inbox), then hands off gracefully.
You need this if
- High volume of repetitive inbound questions
- After-hours inquiries go unanswered until morning
- Website has content but no way to converse with it
Who uses it
Customers/prospects; support and front-office staff (deflected volume).
What goes in, what comes out
In: curated knowledge sources, customer questions. Out: answered conversations, escalation cases with full context.
Why it pays
Cheapest agent to stand up; deflects the repetitive 30-50% of inbound questions and works nights and weekends. Good "first win" for skeptical clients.
Built to be trusted
- Answers only from approved sources; cites them; no browsing beyond configured knowledge
- Never quotes prices/terms unless they're in approved content
- Runs entirely in your Microsoft tenant — first-party connectors, DLP-enforced, your permissions model.
Want this running in your tenant?
The full implementation spec — trigger design, connectors, licensing plan, and governance setup — is what we bring to the scoping call.