ServiceAgent AI Accelerator — Dynamics 365 Customer Service and Contact Center

Nobody can picture their own system. That is the expensive problem.

As long as the service process stays on paper, customer and partner negotiate assumptions instead of results. Gaps only surface during implementation, when the budget is already committed.

The usual way

Concept first, surprise later

Abstract target picture. Processes on paper; nobody sees how D365 Customer Service and Contact Center really work.
Late insight. Gaps only surface during implementation, when the budget is already committed.
Budget without a basis. Estimates rest on requirement documents instead of a tangible backlog.
Expensive standard work. Consulting days go into tables and forms instead of real complexity.

Result: you decide on a large budget before you have seen anything.

With the Accelerator

System first, decision second

A tangible system. After three weeks you see cases, queues and knowledge articles live on the system – by email and on the phone.
Early clarity. The AI-assisted fit/gap analysis runs against the D365 standard before you release phase 2.
Budget on a basis. The implementation budget comes from a backlog prioritised on the live system.
Standard at a fixed price. The base setup is a product. Your budget later goes into integration and real complexity.

Result: the expensive base setup is done before the big budget is released.

You decide on further implementation only once you have seen your case process across both channels on the system.

This is what your customer service looks like after phase 1

No standard demo with Contoso data. Your customers, your typical email requests, your knowledge articles, your staff. You recognise yourself immediately.

Dynamics 365 Customer Service · Contact CenterEnvironment: Your company · Showroom

Incoming cases Your case process, two channels

CaseCustomer / subjectChannelStatus

CAS-2041Your customer A · Invoice unclearEmailAssigned

CAS-2042Your customer B · Delivery missingPhoneActive

CAS-2043Your customer C · Password resetEmailResolved

CAS-2044Your customer A · Contract changeEmailWaiting

Queues and routing today

1st1st levelCAS-2041 · EmailCAS-2044 · Email

TelTelephonyCAS-2042 · Call 04:12

2ndSpecialist teamCAS-2043Escalation · Contract

CAS-2041 Your case form

CustomerYour customer A

ChannelEmail · service@…

Case typeBilling question

PriorityNormal

Queue1st level

Knowledge articles2 matches suggested

Copilot: reply draft

Schematic preview. The interface follows the Dynamics 365 Customer Service and Contact Center standard; case process, forms and queues are adapted to your workflows in the POC (low code).

Your system, your processes

The case and ticket process the way you need it

D365 Customer Service incl. Contact Center with your complete case process: forms, statuses, queues and routing. All standard and low code, so it can be extended later without rebuilding.

Your data inside

Knowledge articles, customers, typical requests

We load your knowledge articles, customers, staff and typical email requests into the system. No data migration, but enough that your team does not have to abstract during the showroom.

Showroom and training

Live demo and key user training

After three weeks we show you cases, queues and knowledge articles live, by email and on the phone. Your key users learn the system on their own POC. The system remains as the basis for phase 2.

Three weeks, five steps, one showroom

Workshops, AI-assisted fit/gap and training lead to a working POC. Project management by Ambit Schweiz AG included.

Week 1

Process workshops

Process map and swimlanes per case type and channel: case management, email and telephony, queues and routing, knowledge articles.

Weeks 1 to 2

Fit/gap with AI

AI-assisted comparison of your target processes against the D365 standard. Near-standard gaps are implemented directly.

Week 2

POC build

AI-assisted base setup of D365 Customer Service incl. Contact Center, two channels, Copilot and your data.

Week 3

Showroom session

Interactive demo on the live system with service management, contact center team leads and executive management.

Week 3

Key user training

Training of your key users on your own POC, train-the-trainer style.

Lead time: about two weeks before kick-off for documents, access and Teams Phone licences Your part: key users and product owner available during the three weeks Format: workshops on site or virtual

AI is part of phase 1. Discussed, shown, evaluated.

Copilot is set up in the POC, not just explained. On your own cases you see what Copilot and agents could concretely take over in customer service. And which of it is worth it.

Standard AI and Copilot

What D365 Customer Service already brings

Case summaries, email reply drafts, questions to the knowledge base, resolution notes and knowledge article drafts from resolved cases. Set up on your cases in the POC.

Copilot core features included in the POC

Agent options

Copilot Studio agents

Agents for case triage, routing and knowledge: what is possible today, what is in preview and what fits your process. Sober, not as a sales pitch.

Evaluated, not built. Implementation in phase 2/3.

AI use cases and evaluation

Identification, feasibility, value

For each use case an assessment of feasibility, data basis and value. You receive a prioritised list as input for the implementation budget.

Deliverable: evaluated use case list

Basis: Copilot features in Dynamics 365 Customer Service and Contact Center according to Microsoft Learn: case summaries, email drafts, questions to knowledge sources, resolution notes, knowledge article drafts from cases and Copilot analytics for supervisors. Autonomous agents (Copilot Studio) are not part of the POC build and are evaluated.

What you get for the fixed price

One result, one price, one timeline. No daily rates and no open-ended effort.

3 weeks

from kick-off to showroom on the live system

Fixed duration

CHF 20'000

Fixed price for all of phase 1, including five licences for three months

excl. VAT

2 channels

Email and telephony via Microsoft Teams, set up and routed in the POC

Copilot core features included

Your result

A working POC

D365 Customer Service incl. Contact Center with your case process, two channels and your data. Plus the documented target processes, the gap list and the evaluated AI use cases.

Your certainty

Fixed price, fixed duration

Five licences for three months included. No daily rates, no open-ended effort, no commitment to phase 2.

Your benefit

A basis to use and extend

The tailored system stays. Phase 2 builds on it instead of starting from zero. And your team has already seen it.

Why we can do this at a fixed price

The standard setup is a product

Provisioning, base configuration, case types, workstreams, queues and channels run AI-assisted and standardised on our side. We use senior expertise where it is indispensable: in the workshops, in the fit/gap and in the evaluation. That is why the price is predictable. For you and for us.

What comes after the POC is your decision

Phase 1 is complete and paid. Whether and how to continue, you decide with the system in front of you. This is the path to a productive solution.

Phase 1 · this offer

Customer Service & Contact Center Accelerator

3 process workshops, AI-assisted POC build with two channels, showroom session and key user training.

Model: Fixed priceDuration: 3 weeksPrice: CHF 20'000Result: POC on the system

Phase 2 · optional

Blueprint and architecture

ERP integration, further channels (chat, WhatsApp, WeChat), third-party system connections, data migration. Based on the POC system.

Model: Time-boxedDuration: 2 weeks, 6 to 8 person-daysResult: prioritised backlog

Phase 3 · optional

Implementation

Gaps, middleware, custom code, testing, go-live. Agile sprints with a sprint budget based on a precise estimate.

Model: Time & materialResult: productive solution

What it takes to succeed in three weeks

A fixed price only works with clear rules. Here is what we need from you and what is not part of phase 1.

What we need from you

Key users and the product owner are available for workshops and questions during the three weeks and actively participate.
You provide access, existing documentation and the licences for the voice channel (Teams Phone) beforehand.
You answer our preparation questions before kick-off so the workshops serve decision-making (about two weeks lead time).
Process descriptions, checklists, service reports or similar are delivered ideally two weeks before kick-off.
Data for enrichment (customers, contacts, service staff, knowledge articles) is delivered in the first week in a suitable format, for example Excel.
You secure the capacity of your internal experts for preparation, workshops and follow-up.

What is not part of phase 1

More than two channels. The POC sets up a maximum of two, for example email and telephony via Microsoft Teams.
Integrations with third-party systems such as ERP, portals or third-party telephony. These belong to phase 2/3.
A full data migration. We create customer-specific data but do not migrate.
Customer-specific custom code development.
A production environment. ALM and deployment concepts are not part of the POC.
A customer-specific security concept. The POC uses standard roles.

What the service includes in detail

Requirements workshops: case management, inbound channels email and telephony, queues and routing, knowledge articles, Copilot core features. Target processes incl. gaps, transcription and documentation.
Project management: preparation and follow-up of workshops, results presentation, coordination and scheduling.
Provisioning: initial configuration of a D365 Customer Service instance incl. users, teams, permissions and base configuration (case types, workstreams, queues).
Configuration: near-standard case process with forms, statuses, queues and routing; two channels incl. Teams telephony; Copilot core features (low code); import of your data.
Key user training: basic training as shared understanding, in-depth training on your adapted processes, forms and configuration, including case process, channels and Copilot features.
AI: demonstration of standard AI, discussion of agent options, identification and evaluation of AI use cases.

Frequently asked questions

The questions that come up in almost every first conversation.

What does phase 1 of the ServiceAgent AI Accelerator cost?

CHF 20'000 excl. VAT as a fixed price for all of phase 1, including five licences for three months. No daily rate, no open-ended effort and no commitment to phase 2.

How does phase 1 run?

Three weeks from kick-off to showroom: three process workshops, AI-supported build of the POC with two channels, showroom session and key user training.

Which channels are included in the POC?

Two channels, set up and routed: email and telephony via Microsoft Teams. The Copilot core features are included. You provide the licences for the voice channel (Teams Phone).

What is not part of phase 1?

More than two channels, integrations with third-party systems such as ERP, portals or third-party telephony, a full data migration, customer-specific custom code, a production environment and a customer-specific permissions concept.

What happens after the POC?

Phase 1 is finished and paid for. Whether and how things continue is your decision, with the system in front of you. Phase 2 builds on the POC system as a time box: blueprint and architecture, ERP integration, further channels such as chat or WhatsApp, connection of third-party systems and data migration.

Order phase 1. The rest remains your decision.

You sign the order electronically, we confirm within one business day and plan the kick-off with you. About two weeks later the workshops start.

Sign the order electronically

Legally valid e-signature, two minutes, no printing. The order contains exactly the deliverables, assumptions and exclusions on this page.

Order confirmation and kick-off date

You receive the confirmation with the preparation questions and the list of required documents. We set the kick-off together.

Kick-off and start of the three weeks

Once access and documents are in place, the clock starts. Three weeks later you stand in the showroom in front of your contact center.

Your preferred kick-off date (optional) Included in the message to Christian when you request the signature link or ask questions.

Your order

Phase 1 · Customer Service & Contact Center Accelerator3 process workshops, AI-assisted POC build, showroom, key user trainingCHF 20'000

Two channels with Copilot core featuresEmail and telephony via Microsoft Teamsincluded

5 Dynamics 365 Customer Service licences3 months, for your key users in the POCincluded

Project management Ambit Schweiz AGPreparation and follow-up, coordination, results presentationincluded

Ordered forYour company—

Fixed price excl. VATCHF 20'000

Sign the order electronically Clarify questions first

The contracting party is Ambit Schweiz AG. Invoiced at kick-off, payable within 30 days net. The terms and conditions of Ambit Schweiz AG apply. Prices excl. VAT.