Project: Smart CIF #44
Description
Project Name
Smart CIF
Description
Concept: Smart CIF is an application designed to integrate seamlessly with the Channel Integration Framework (CIF) to enhance the experience of agents using Dynamics 365 Customer Engagement. The app launches automatically alongside Dynamics 365 and provides a set of powerful features to streamline agent workflows and improve customer interactions.
Key Features:
Call Functionality: Agents can initiate calls directly through the Smart CIF interface, making communication with customers more efficient.
Contextual Information Display: When an agent views a contact or account, Smart CIF displays relevant details at a glance. This includes:
Whether there’s an open case associated with the contact or account.
The customer’s loyalty tier (e.g., Gold, Silver, or other customizable levels), represented by a unique icon and color. These loyalty tiers can be configured in the app’s settings to suit business needs. Integration is done with Twilio.
Knowledge Base Access: Agents can quickly access the Dynamics 365 knowledge base from within Smart CIF, enabling them to find solutions or information without leaving the app.
Purpose: The goal of Smart CIF is to empower agents by providing a unified, intuitive tool that enhances productivity and delivers critical customer insights in real time. By embedding these features into the Channel Integration Framework, Smart CIF ensures a smooth and cohesive experience within the Dynamics 365 ecosystem.
Status: Due to project constraints and time limitations during the hackathon, I wasn’t able to fully complete the concept. However, I plan to continue working on the implementation to bring the full vision of Smart CIF to life.
Technology & Languages
- Copilot Studio
- Power Apps
- Power Automate
- Power Pages
- AI Builder
- Microsoft Fabric/Power BI
- Microsoft 365
- Integrations with external systems
- Azure (e.g. Azure AI Foundry or Azure Functions)
- Microsoft 365 Agents SDK
- Power Fx
- C#
- TypeScript
- Python
Scalability of your solution
Smart CIF, can scale efficiently by leveraging Microsoft Azure’s cloud infrastructure to handle increased agent usage, call volumes, and data queries.
Its modular design, and customizable features ensure performance and adaptability as the user base and data grow. While incomplete due to project constraints, continued implementation focusing on core features and optimization will enable it to evolve into an enterprise-ready solution.
Security of your solution
Native one. Based on the security model
AI-power of your solution
The solution is supposed to be using prompts to write a summary of the account state, if it has are appointement related or any other type of activities and warn the use about that, but unfortunately this part has not been implemented
Project Repository URL
https://github.com/Jeelig/SmartCIF
Project Setup Instructions URL
https://github.com/Jeelig/SmartCIF/blob/main/setup.md
Project video
https://axelib.com/PowerfulDevs/Hack/SmartCIF/SmartCIF_Demo.mp4
Team Members
jeelig
Badge validation
- I verify that all of my team members have completed the badge validation form.
Survey Completion
- I verify that all of my team members have completed the Official Powerful Devs Hack Together feedback survey.