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Customer Assist

Transforming customer service with intelligent agent orchestration


🚀 Overview

Customer Assist is an enterprise-grade solution accelerator that demonstrates how AI-powered agents can transform customer service operations. By leveraging the Microsoft Semantic Kernel Process Framework and Azure AI Foundry, this solution empowers customer service representatives with real-time insights, contextual assistance, and automated workflows.

🔍 Business Value

  • Enhanced Customer Experience: Real-time sentiment analysis and personalized interactions
  • Improved Operational Efficiency: Automated document verification and policy retrieval
  • Reduced Training Requirements: New representatives can operate with expert-level knowledge from day one
  • Increased First-Contact Resolution: Address customer needs faster and more effectively

💼 Key Use Cases

  1. Banking & Financial Services: Streamline loan processing, fraud resolution, and financial product guidance with intelligent agent support.

  2. Healthcare & Insurance: Automate onboarding, claims assistance, and ensure compliance during patient or member interactions.

  3. Retail & eCommerce: Enhance product discovery, resolve order issues, and drive upsell opportunities during live support.

  4. Telecom & Utilities: Guide agents through technical troubleshooting, plan recommendations, and outage communication.

  5. Travel & Hospitality: Support booking changes, handle complaints sensitively, and personalize loyalty program engagement.

✨ Architecture

Customer_Assist_SA_Architecture.mp4

✨ Solution Features

  1. Multi-Agent Orchestration: Codify your business processes and embed intelligence using specialized agents. Seamlessly orchestrate them with Microsoft Semantic Kernel to power intelligent business workflows.

  2. Multi-Modal Support: Handle text, images, audio, and documents in real time. Perform content understanding and extract structured insights from unstructured inputs.

  3. Bring Your Own LLM: Use any language model tailored to your needs. Allocate tasks to specialized models while optimizing for cost and performance.

  4. Agent Evaluation & Observability: Monitor agent behavior and system health in real time. Analyze usage, performance, and quality against operational benchmarks.

🛠️ Technology Stack

Capability Technology
Orchestration Microsoft Semantic Kernel Process Framework
Multimodality Azure AI Services: Content Understanding, Text-to-Speech, Speech-To-Text
Observability Azure Application Insights, Custom Telemetry
Evaluations Azure AI Evaluation SDK
Models Azure OpenAI (GPT-4o), and DeepSeek in Azure AI Foundry Models
Safety Azure AI Content Safety
Knowledge Azure AI Search

🔧 Getting Started

Ready to deploy Customer Assist? Follow our comprehensive Setup Guide for detailed instructions.

📚 Resources

Dataset License

The datasets (dataset-1 and dataset-2) in this project are released under the Community Data License Agreement – Permissive, Version 2.0 - CDLA, see the LICENSE-DATA file.

📄 License

This project is licensed under the MIT License - see the LICENSE file for details.

Developed with ❤️ by Microsoft