How to Build a Microsoft Co-Pilot and Autogen AI Agent for Seamless Process Updates

Introduction

Managing customer updates and internal handoffs in complex workflows can be challenging. Customers want timely updates without chasing, and internal teams need clear notifications to keep processes moving. With Microsoft Co-Pilot and Autogen, you can build an intelligent agent to automate these tasks, improving both customer satisfaction and team productivity.

In this blog post, we’ll guide you through creating a Microsoft Co-Pilot and Autogen-powered solution that integrates Microsoft Teams, CRM, and project management tools. This agent will notify customers about their process status and alert internal teams when it’s their turn to act.

Step 1: Define Your Process

Start by mapping out the workflow. Identify:

• Key process stages (e.g., Initial Inquiry, Document Submission, Approval, and Finalisation), as we mentioned in the Zapier post, having a workshop or doing preparatory work to ensure you’ve got the right process will be critical.

• Who needs notifications at each stage (e.g., customers, internal teams).

• Triggers for notifications (e.g., status changes in CRM or task completions in project management software).

Step 2: Set Up the Tools

1. Microsoft Teams: Create channels to streamline communication, Teams will serve as the central hub for communication.

   • #internal-process-updates for team notifications.

   • #customer-notifications for customer updates.

2. CRM: Use Microsoft Dynamics 365 or another CRM integrated with the Microsoft ecosystem and ensure the CRM includes fields to track customer status and the current stage in the process.

3. Project Management Tool: Use Microsoft Planner, Project, or Azure DevOps for task tracking and create workflows that align with your mapped-out process.

4. Microsoft Co-Pilot and Autogen: Microsoft Co-Pilot will help generate contextual notifications and updates and Autogen will manage and execute workflows across multiple tools.

Step 3: Set Up Microsoft Co-Pilot for AI Assistance

1. Customer Notifications: Use Co-Pilot to create templates for customer updates based on CRM status changes.

• Example - Trigger: Document Submission

• Message Template:

• "Hi [Customer Name], we've received your documents. The next step is [Approval]. We'll notify you once it's completed."

2. Internal Team Updates: Configure Co-Pilot to notify the relevant Teams channel when an action is required.

• Example: "Customer [Customer Name] has reached the [Approval] stage. [Approval Team], it's time to review the documents."

3. AI-Generated Insights: Enable Co-Pilot to analyse data from the CRM and project management tools to suggest priorities or highlight bottlenecks.

Step 4: Leverage Autogen for Workflow Automation

1. Connect Tools: Integrate Microsoft Teams, CRM, and project management tools with Autogen and define the handoff points where one tool triggers actions in another.

2. Define Workflows: Create multi-step workflows in Autogen. For example:

   • Trigger: Customer status updated in CRM.

   • Step 1: Notify the internal team in Teams.

   • Step 2: Update the customer in Teams.

   • Step 3: Create or update tasks in the project management tool.

3. Implement Context Sharing: Use Autogen’s ability to share context across workflows, ensuring that updates are specific and actionable.

• Example: A task update in the project management tool can include CRM details, like customer name and priority.

Step 5: Test the Workflow

1. Run Simulations: Test status updates in the CRM to verify that Co-Pilot generates accurate notifications and check that Autogen triggers actions in Teams and the project management tool as expected.

2. Iterate: Refine notification templates and workflows based on initial tests and address any gaps in communication or task assignments.

Step 6: Launch and Monitor

1. Go Live: Deploy the agent to handle live updates and check all team members understand how notifications work and what actions are expected from them.

2. Monitor Performance: Use insights from Co-Pilot to measure the efficiency of the workflow and adjust triggers, workflows, or messaging as needed.

Step 7: Enhance with AI Capabilities

1. Advanced Personalisation: Use Co-Pilot to tailor customer notifications based on past interactions or specific needs.

   • Example: "Hi [Customer Name], we noticed you’ve been waiting. Your documents are now under review and should be completed by [Date]."

2. Proactive Insights: Enable Co-Pilot to predict potential delays and suggest actions to prevent bottlenecks.

3. Cross-Tool Coordination: Expand Autogen workflows to include additional tools, such as email or Power BI dashboards for reporting.

Try it out

With Microsoft Co-Pilot and Autogen, you’ve built an intelligent agent that keeps customers informed and teams aligned. By integrating Teams, CRM, and project management tools, you’ve automated a significant part of the communication process, reducing delays and enhancing collaboration.

This solution not only improves customer satisfaction but also boosts internal efficiency. Let me know how you get on!