Customer Experience · Azure AI Foundry
Kovil AI builds Azure-native omnichannel agents that unify Teams, web chat, and email under a single AI layer — with shared conversation memory, live CRM context from Dynamics 365, and consistent brand voice enforced across every touchpoint.
How It Works
Kovil AI connects your web chat, Microsoft Teams, and email channels to a unified Azure Communication Services backend, routing all interactions through a single agent orchestration layer.
A shared context store in Azure Cosmos DB and Azure Service Bus maintains conversation state across channels, ensuring the agent always has the full picture regardless of where the customer reaches out.
We work with your brand team to configure the agent's system prompt, response templates, and guardrails — then validate consistency across 300+ test scenarios spanning all channels before go-live.
Capabilities
Deploy the same AI agent to Microsoft Teams and your website chat widget simultaneously, with channel-specific formatting and response length tuning handled automatically.
The agent reads full email thread history via Azure Communication Services, summarises prior context, and drafts responses that acknowledge the complete conversation — not just the latest message.
Before responding, the agent fetches the customer's open cases, purchase history, and account tier from Dynamics 365 in real time, tailoring every interaction to their relationship with your brand.
Conversation state is stored in Azure Service Bus and Cosmos DB, so a customer who starts on web chat and follows up via email is recognised and their full history is instantly available.
A configured system prompt enforces your brand's tone, prohibited phrases, escalation language, and response structure across every channel — no variation, no surprises.
When escalation is triggered, the receiving agent gets a structured handoff packet: conversation summary, detected intent, customer tier, and suggested resolution — ready to act immediately.
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