Customer Service Automation

Customer Service Copilot Automation

Custom code case study

The Problem

Customer service teams receive repetitive support requests such as delivery status, pickup queries, proof of delivery, cancellations, and follow-ups. Manually reading, classifying, and actioning these requests slows down response times.

The Solution

Built an AI-assisted customer service automation that processed support ticket information asynchronously, classified customer intent, connected with CRM and operational data, and supported actions such as reply drafting, carrier follow-ups, ticket analysis, note logging, and follow-up email generation.

Workflow

Support ticket / webhook

Azure Service Bus Queue

Azure Function processor

OpenAI intent classification

CRM / operational system lookup

Suggested or automated follow-up action

Logging and monitoring

Tools Used

C#/.NETAzure Service BusAzure FunctionsOpenAI APIWebhooksCRM APIsAzure Application Insights

Outcome

Helped automate repetitive customer service triage and support workflows while keeping the system observable through logging and application monitoring.

Could your business use something like this?

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