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AI-Powered Customer Support Automation with Power Virtual Agents

Power Virtual Agents Case Studies

  • Industry: Retail & E-Commerce
  • Solution: Power Virtual Agents + Power Automate + Dynamics/CRM + Teams

Executive Summary

A multi-location retail organization was experiencing high customer support volume through WhatsApp, website chat, and email. Response delays were impacting customer satisfaction and increasing operational costs.

DataPond implemented an AI-powered chatbot using Microsoft Power Virtual Agents to automate Tier-1 customer support, reduce workload, and improve response time.

The Business Challenge

  1. 1,500+ monthly customer queries
  2. Repetitive questions (order status, refunds, store hours)
  3. Long response wait times (8–12 hours average)
  4. High support staffing cost

Leadership wanted:

  1. Reduced support costs
  2. Faster customer response
  3. Better engagement
  4. Scalable digital support

DataPond Solution

We designed and deployed a conversational AI chatbot integrated with backend systems.

Chatbot Capabilities

  • Order Status Tracking
  • Return & Refund Assistance
  • Store Location Finder
  • FAQs Automation
  • Escalation to Live Agent
  • Multilingual Support
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