A company wants a Copilot that can answer questions from SharePoint, create support tickets, escalate to agents, and summarize conversations. How would you design it?

Question

Accepted Answer

Enterprise Architecture:

    
        Copilot Studio as conversation layer.
        Generative Answers using SharePoint.
        Dataverse for ticket management.
        Power Automate for ticket creation.
        Customer Service integration.
        Agent escalation capability.
        Conversation summarization using AI.
        Audit logging and monitoring.
    

    This architecture provides a complete AI-powered support experience while maintaining enterprise governance and security.

A company wants a Copilot that can answer questions from SharePoint, create support tickets, escalate to agents, and summarize conversations. How would you design it?

Answer with Explanation

Enterprise Architecture: