Proactive Customer Care Agent
This is a comprehensive, hands-on Hack in a Day learning experience designed to help customer service and technology teams understand how conversational AI can transform customer support operations.
- Intermediate
- 6 hours
- AI Business Solutions (ABS)
One day, guided
A single facilitated day. Every challenge validates automatically, so the room self-paces and the leaderboard settles itself. No jury needed.
Bookable now · we reply within one business day
Solution play
Service Transformation with AI
Overview
The lab guides participants through an end-to-end, production-style solution that builds an intelligent Customer Care Copilot capable of handling customer inquiries, managing complaints, and automating service request escalation. Participants work with real-world customer support scenarios such as order tracking, delivery delays, product returns, and service complaints, using conversational AI to collect relevant details and trigger automated ticket creation.
What participants work through
- Build no-code customer service AI agents using Microsoft Copilot Studio
- Create multiple conversational topics using generative AI for different service scenarios
- Design knowledge-grounded responses with citation-based answers for transparency
- Integrate Freshdesk API for automated ticket creation using agent flows
- Implement variable scope management for cross-topic data sharing
- Map customer inputs to flow parameters for dynamic ticket subject and description generation
- Deploy copilots to Microsoft Teams for customer-facing support channels
Technology stack
Run this with your teams
Environments, coaching, judging and reporting, all handled.