Customer Service Agent
Visionet Systems, Inc · Customer Service
Certification per Microsoft Marketplace.
Evidence tier Source Confirmed · 8 captures on record
What the publisher says
As described on Microsoft Marketplace.
Customer Services Agent is a voice-enabled conversational AI solution designed for modern call center operations. Built using Copilot Studio and integrated with both Dynamics 365 Supply Chain Management, Dynamics 365 Commerce and Hautelogic ISV, the solution enables customers to update orders, raise complaints, and request changes through natural, human-like voice conversations.
The agent maintains full conversational and transactional context, allowing it to understand intent, apply business rules, and execute changes directly in Dynamics 365 through Model Context Protocol (MCP). From call initiation to system updates, the agent handles end-to-end workflows including order verification, inventory checks, complaint handling, and automated confirmations, without manual intervention.
Show the rest of the publisher’s description (39 more lines)
By automating high-volume, repetitive call center interactions, the Customer Service Agent empowers call center teams, reducing queue pressure, minimizing update errors, and allowing human agents to focus on complex, high-value customer cases.
Key capabilities
Order management
- Validates order details and customer information
- Checks real-time inventory availability
- Executes order updates directly within Dynamics 365 F& SCM
- Handles order changes such as quantity, color, item additions, cancellations, and delivery date updates
Complaint & case management
- Validates customer complaints through voice interaction
- Suggests appropriate resolutions based on business rules
- Updates customer orders in real time
Voice-enabled customer experience
- Human-like, conversational voice interaction
- Available 24/7 across all time zones
- Supports multiple languages based on client preferences
Business Benefits and Measured Imapct
- Automation of repetitive support cases and order changes
- Improvement in first-contact resolution rates
- Faster response times and reduced call center queue volumes
- Higher accuracy in order updates, returns, and exchanges
- Reduced dependency on human agents
- • Always-on support with multilingual, global availability
Roadmap capabilities
Order updates
- Address and store reallocation requests
- Add items to existing orders
- Order holds and enhanced order change scenarios Order status & availability
- Order status enquiries
- Product availability and restock information
- Shipment status and delivery issues Returns, refunds & resolution
- Returns (RMA) and refunds
- Exchange requests
- Loyalty point adjustments
- Discount recommendations and up/cross-sell suggestions
Purpose/Goal
The Customer Service Agent is designed to modernize contact center operations by automating voice-based interactions that traditionally require human agents. It reduces manual workload, accelerates resolution times, and improves customer satisfaction while ensuring accuracy and compliance.
Summary
Visionet delivers the Customer Service Agent as an end-to-end, enterprise-ready solution using conversational AI that interacts with enterprise systems using Model Context Protocol (MCP). Built to work natively within Dynamics 365 Supply Chain and Dynamics 365 Commerce, the agent executes real system changes, not just conversations.
By empowering call center teams, offloading repetitive interactions, and maintaining a personalized, human-like experience, the Customer Service Agent enables organizations to scale customer support efficiently without adding headcount, even during peak demand periods.
Preview
3 images
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
Sources
Publisher resources
3 linksLinked repositories
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