Transforming Customer Communication in D365 with AI-Powered Agents

Why Automating Customer Communication Is the New Standard

That is precisely why more and more companies are starting to use intelligent assistants that can take over part of this work. Modern AI agents are capable of analyzing incoming emails, understanding customer intent, and automatically performing actions in the system.

Such solutions are particularly relevant for companies working with ERP systems, where a significant portion of communication is directly linked to operational processes. New technologies open up new opportunities for automating these tasks, enabling companies to build intelligent agents that help process communications faster, more accurately, and with minimal human involvement.

This is exactly the idea behind our Customer Communication Agent – a solution that takes communication automation to the next level and helps companies interact with customers faster, more efficiently, and more intelligently.

Where It All Started: Supplier Communication Agent

Our solution is based on the standard Supplier Communication Agent functionality available in the D365 F&SCM system. This is an intelligent assistant designed to automate interactions with suppliers.

The Supplier Communication Agent has two main areas of focus, covering key scenarios for interaction between the procurement department and suppliers:

1. Follow up on purchase orders agent
   Automation of creating and sending follow-up messages to suppliers, reminding them to confirm orders, clarify delivery timelines or provide missing information. This automation helps maintain consistent communication, reduces the risk of delays, and relieves employees from manually tracking statuses and writing follow-up emails.
   
   
2. Speed up purchase order communications
   The second area focuses on processing incoming emails. The agent analyzes messages from suppliers, determines which order the email refers to, identifies required actions (for example, changing delivery dates or confirming orders), and initiates updates in the system. This significantly reduces manual work and improves the accuracy of data in procurement documents.

However, the standard solution has a key limitation: it is designed exclusively for working with suppliers. At the same time, companies face an equally high volume of communication on the customer side – requests to create orders, changes to terms, status enquiries, confirmations, clarifications, and follow-ups. All of this requires significant manual effort and consumes a considerable amount of managers’ time.

To achieve a similar level of efficiency in customer-facing processes, it became necessary to create a separate, specialized agent.

This led to the development of the Customer Communication Agent – an extension of the AI agent concept, adapted for the field of customer communications, where processing speed, data accuracy, and service quality directly impact sales and client satisfaction.

Our Solution: Customer Communication Agent

In customer communications, managers handle a wide range of tasks every day: order creation requests, changes in quantities and dates, order modifications, delivery clarifications, and questions about repeat orders.

Each such email requires analyzing its content, reconciling it with system data, locating the relevant order, manually applying changes, preparing responses for customers, etc. As a result, a disproportionate amount of time is spent on simple operations, and employees switch between emails and D365 dozens of times a day.

This workload became the key driver for creating our Customer Communication Agent – a solution that takes over the entire routine part of customer communication while ensuring accuracy, speed, and predictability in the processing of requests.

We developed an agent that can:

• generate and send follow-up messages and confirmations to customers and managers;
• automatically understand the content of customer emails and determine the required action;
• create new orders directly from email requests;
• update existing orders;
• create activities related to existing orders;
• maintain a consistent standard for processing requests without manager involvement.

Thus, the Customer Communication Agent covers the part of the process that previously remained fully manual and required significant resources.

It represents a logical evolution of communication automation in D365 and complements the functionality of the standard Supplier Communication Agent, creating a complete, two-way digital interaction environment between a company and its external counterparties.

Key Capabilities of the Customer Communication Agent

The Customer Communication Agent consists of two specialized agents, each addressing specific tasks faced by sales and customer service teams:

• Speed up updates in sales orders agent
• Follow-up emails to Customer agent

This structure makes the solution flexible and allows companies to enable only the functionality they need.

Speed up updates in sales orders

This agent processes incoming customer emails and converts them into system actions, addressing key challenges of manual work and delays in order processing.

It can work with both structured documents and free-form emails, eliminating manual input errors, saving time, and improving customer service speed and accuracy.

The agent can:

• Create new orders directly from emails and attachments – without manual entry or delays;

• Update existing orders instantly – adjust quantities, delivery dates or delivery terms without errors;

• Create order-related activities – automatically capture all tasks and actions related to an order so that nothing is missed.

In addition to basic scenarios, the agent supports more granular control over changes. Users can decide which changes to apply and which to ignore – both at the order level and at the individual line level. This is especially important when emails contain partial corrections or ambiguous wording. Such an approach helps avoid unintended changes and ensures full control over order status.

After applying changes, the system automatically recalculates the ship date, allowing managers to immediately see updated delivery timelines. This speeds up order confirmation and enables quick and accurate responses to customers without additional steps.

Follow-up emails to Customers

This agent automates routine communication with customers.

It ensures timely reminders for unconfirmed or delayed orders, sends follow-up messages to customers or internal managers, and notifies stakeholders about shipment status and other important events.

As a result, the agent accelerates decision-making and reduces the workload on managers, freeing them up for more strategic tasks.

Both agents operate independently and can be enabled or disabled as needed. This flexibility allows companies to adapt the Customer Communication Agent to their processes, improving service speed and quality without unnecessary costs.

Business Benefits

✅ Time savings for the team

The Customer Communication Agent takes over routine tasks: processing incoming emails, creating and updating orders, and handling follow-up communication. Managers spend less time on manual data entry and verification, allowing them to focus on key customers and sales growth.

✅ More accurate and transparent processes

The agent minimizes errors when creating and editing orders and automatically records all actions and activities for each order. This makes processes more controllable, reduces the risk of misunderstandings, and simplifies internal reporting.

✅ Faster response to customers

Customers receive timely confirmations, order updates, and reminders without delays. This increases trust, reduces repeated enquiries, and makes service more consistent and predictable.

✅ Flexibility and adaptability

Agents can be enabled or disabled independently and configured according to company-specific internal rules. This allows for easy implementation without the need to redesign existing processes.

✅ Transparency and reporting

All agent actions are recorded: order creation, updates, follow-ups, and activities. Managers always have full visibility into the current status of orders and customer communication, making it easier to monitor and plan the department’s work.

Why Our Solution

The Customer Communication Agent is not just a tool, but a comprehensive solution for real business challenges that significantly simplifies customer interactions.

We extended standard functionality to help companies automate routine processes, minimize errors, and process customer requests faster.

Automation of Communication – Your Path to Efficiency

The use of AI assistants is becoming the standard for modern companies that want to operate faster and more accurately. The Customer Communication Agent helps accelerate order processing, reduce routine work, and improve data accuracy, allowing teams to focus on strategic tasks.

With the agent, customers receive timely and accurate responses, while the business benefits from transparent processes and full control over all actions.

Take the next step toward efficiency today: request a demo, get a consultation, or implement the agent in your company and see how communication automation becomes a real competitive advantage.