Conversational Agent
Sonata Software Ltd. · Cybersecurity & IT
Certification per Microsoft Marketplace.
Evidence tier Source Confirmed · 7 captures on record
What the publisher says
As described on Microsoft Marketplace.
Empowers users to resolve queries, access standard and custom process guidance, and raise service requests through self-service conversations – reducing helpdesk dependency and accelerating support outcomes.
Overview
Show the rest of the publisher’s description (68 more lines)
Conversational Agent enables users to raise queries, service requests, and process-related clarifications through a conversational interface. It helps users access relevant information, process guidance, and document references without depending entirely on the helpdesk or support teams.
Designed for business users, support teams, administrators, managers, and external stakeholders needing faster access to standard/custom process guidance and service request support across finance, procurement, supply chain, sales, manufacturing, MDM, project operations, customer service, and IT/AMS.
Challenges
- High dependency on helpdesk team
- Increased ticket volume
- Longer resolution time
- Manual effort by support team
- Lack of self-service capability
- Difficulty in accessing relevant documents
- Inconsistent user experience
- Repetitive operational tasks
- Delayed access to information
- Resource utilization on low-value activities
Key capabilities
- Conversational query handling
- Knowledge base search
- Intelligent response generation
- Document link sharing
- Standard and custom process guidance support
- Service request assistance
- Error handling and fallback response
- Status feedback
- Self-service support enablement
- Multi-channel accessibility
- Centralized knowledge access
- Reduced helpdesk dependency
- Faster information retrieval
- Scalable support model
- Future integration readiness
- Sending outcome / query results to email
How it works
- Query intake and capture
The agent captures user requests and questions from conversational channels such as Microsoft Teams Bot. It receives the user query in natural language, identifies the request category, captures keywords and intent, and acknowledges the user request.
Benefit: Ensures quick and seamless query registration.
- Query understanding and classification
The AI Understanding Engine identifies user intent and entities, understands the process or service request, detects the relevant business function, and classifies the request type.
Benefit: Improves response accuracy through intelligent intent recognition.
- Knowledge base search
The agent searches configured repositories for relevant information. Supported knowledge sources include SharePoint, OneDrive, and Dataverse.
Benefit: Provides quick access to the right documentation and process information.
- Response generation and document sharing
The Conversational Response Engine provides a summarized answer, shares related document URLs or links, displays process guidance, and suggests next steps.
Benefit: Enables users to resolve issues quickly through self-service support.
- Notifications, status and audit logging
The agent provides status updates through Teams, Audit Logger, and Outlook while maintaining traceability. It logs request and response details, shares progress updates, captures success or error feedback, and sends responses by email.
Benefit: Improves transparency, monitoring, and compliance tracking.
- Exception handling and helpdesk escalation
The agent handles cases where information is unavailable or response confidence is low. It detects no-result scenarios, identifies low-confidence responses, displays fallback or error messages, and suggests helpdesk ticket creation.
Benefit: Reduces turnaround time and improves user satisfaction through faster issue resolution.
Who benefits
- System administrator
- Finance manager
- Accounts payable (AP) user
- Accounts receivable (AR) user
- Procurement/purchasing user
- Supply chain manager
- Sales order processing user
- Production/manufacturing user
- Master data management user
- Project operations user
- Business analyst
- Approver/manager
- End user/employee
- IT support/AMS team
- Executive/CXO users
- Vendor/supplier (external user)
- Customer service user
Sales inquiry: Write to us: partnerupdates@sonata-software.com
Preview
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Agent build and provenance
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Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
Confirmed means matched to a public authoritative registry. Claimed means the vendor or its listing states it, not yet cross-checked. A framework not shown was not found in any source we hold, which is not evidence against it. Not listed means a scoped registry check found no match for this vendor's domain: a No is a scoped registry check, not a compliance judgment. Confidence bands: 95% domain-verified, 90% registry-checked, 80% self-attested, 70% weak signal. Self-attested items marked “vendor's site” are gathered from the vendor's own website and are not verified by us.
Vendor
External enrichment · as of 2026-08-29
Sources
Publisher resources
3 linksLinked repositories
Unknown means this listing does not publish a repository. It is not a statement that the code is closed, and a linked repository is not a claim that the publisher wrote it: the registry computes that relationship privately and does not publish it.
Evidence risk is the share of the build you cannot see before you deploy, not a security rating. Sign in to see the layer-by-layer basis for this band.