How Amdocs CCoE Enhanced Email Support with Azure AI Agent Service and GPT-4o Integration

Amdocs CCoE transformed their email support by leveraging Azure AI Agent Service to build an intelligent agent that efficiently handles technical queries. Using GPT-4o and Azure AI Search, they automated responses, improved SLA, and ensured secure, scalable support with continuous learning from user interactions. Unique :

How Amdocs CCoE Built an Intelligent Email Support Agent with Azure AI

When Amdocs CCoE faced inefficiencies managing email-based IT support, they turned to Azure AI Agent Service. The goal? To create a smart email agent that speeds up responses and improves user experience. Here’s a deep dive into their journey, tech choices, and future plans.

What’s New: Leveraging Azure AI Agent Service

Amdocs, a global telecom software giant, tasked their Cloud Center of Excellence (CCoE) team with automating internal tech support. The challenge: many employees still sent support requests via email, which was slow and repetitive to handle.

They chose Azure AI Agent Service, a fully managed platform supporting multiple large language models like GPT4o. This service lets developers build AI agents without worrying about infrastructure, integrating seamlessly with Azure AI Search for data retrieval.

“Azure AI Agent Service allowed us to build an intelligent support agent without managing underlying compute or storage resources.”

Major Updates: Architecture and Integration Details

Knowledge Base Synchronization

Amdocs uses Microsoft SharePoint for documentation. To ground the AI agent in this data, they created an automated pipeline:

Azure Logic Apps detect SharePoint file changes and copy them to Azure Blob Storage.
Azure AI Search acts as a vector database, encoding documents for fast retrieval.
The knowledge base stays synchronized and up-to-date automatically.

Smart Email Processing Workflow

The core logic runs in Azure Logic Apps and Function Apps. Here’s how it works:

Logic App fetches new emails and validates security.
Azure Function App cleans the email body, removing signatures and irrelevant text using a dedicated AI agent.
Cleaned text is passed to the AI agent powered by GPT4o, which generates HTML-formatted support replies.
All Q&A pairs are logged for continuous improvement.
Logic App sends the response and marks the email as read.

“We built a closed feedback loop so the agent learns from unanswered questions, improving accuracy over time.”

What’s Important to Know: Enhancements and Security

Amdocs tackled common AI pitfalls like hallucinations by instructing the agent to rely solely on verified knowledge base data. When the AI can’t answer, it flags the query for human review.

They also engineered prompts carefully to handle HTML email formatting, ensuring clear, actionable responses.

Security was a top priority. The entire solution runs on private networks, preventing public data exposure and complying with strict corporate policies.

Looking Ahead: The Roadmap

Amdocs plans to add features like screenshot processing, multi-turn email conversations, and integration with third-party ticketing systems. These will make the AI agent even more helpful and interactive.

Final Thoughts

Amdocs CCoE’s intelligent email agent showcases how Azure AI Agent Service can transform internal support workflows. By combining managed AI services, smart architecture, and security best practices, they delivered faster, smarter tech support.

For tech teams looking to automate email support, this case study offers a solid blueprint. As AI continues evolving, expect more enterprises to adopt similar AI-driven solutions for efficient internal communication.

Amdocs integrated Microsoft SharePoint with Azure AI Search for real-time knowledge base synchronization.

The solution uses Azure Logic Apps and Function Apps to automate email parsing, AI querying, and response delivery.

Specialized AI agents clean email content and format replies in valid HTML for clarity and consistency.

A closed feedback loop captures unanswered questions to enhance knowledge base accuracy over time.

Strict private networking ensures compliance with Amdocs’ corporate security and data privacy policies.

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