Customer Experience · Azure AI Foundry
Kovil AI builds Azure-powered customer service agents that resolve the majority of inbound queries autonomously — grounded in your knowledge base, integrated with your order systems, and calibrated to escalate gracefully when humans are needed.
How It Works
Kovil AI indexes your support documentation, product guides, and policy content into Azure AI Search, creating a semantically searchable knowledge base the agent retrieves from in real time.
We configure the Copilot Studio or Semantic Kernel agent with GPT-4o, connecting it to your knowledge base, order APIs, and CRM — then tune the system prompt for your brand voice and escalation thresholds.
The agent is deployed to your chosen channels and configured with escalation rules — sentiment thresholds, query complexity limits, and VIP customer flags — that trigger a warm handoff to your human team.
Capabilities
Understands customer intent across paraphrasing, misspellings, and colloquial phrasing — no rigid menu trees or keyword matching required.
Each response is grounded in your latest product documentation, FAQs, and policy articles via Azure AI Search, so the agent is always accurate and never outdated.
The agent can query order status, account history, subscription details, and return eligibility in real time via secure API connections to your CRM or e-commerce platform.
Application Insights sentiment analysis monitors conversation tone. Frustrated or high-value customers are seamlessly escalated to a human agent with full conversation context pre-loaded.
Deploy to your website chat widget, Microsoft Teams, and email simultaneously. The agent maintains consistent behaviour and knowledge across every channel.
A built-in Application Insights dashboard surfaces resolution rates, escalation triggers, topic clusters, and CSAT trends — giving you the data to continuously improve.
Built With