AI Agents
Artificial intelligence is rapidly reshaping how companies operate, and one of the most practical applications in Dynamics 365 is the use of intelligent agents. At ICS, we build AI agents that understand business context, integrate seamlessly with standard functionality, and deliver measurable impact.
In environments where large volumes of operational data and communication intersect – such as sales, procurement, and supply chain – AI agents can take over repetitive, time-consuming tasks. From processing emails and updating orders to generating follow-ups and maintaining data consistency, AI agents help reduce manual effort, minimize errors, and accelerate decision-making.
At the same time, implementing agents in D365 is not just about automation. It is about embedding intelligence directly into business processes. This requires a deep understanding of both the system and the operational context.
We specialize in designing and developing AI agents tailored to real business scenarios in Dynamics 365. Our approach combines strong functional expertise with modern AI capabilities, allowing our team to build solutions that integrate seamlessly into existing processes and deliver immediate value.
We’re pleased to announce the release of an updated version of our Customer Communication Agent. This is what’s new:
✅ Automate order processing with MCP instructions . Define your business rules once, and let the agent apply them consistently across every order – no manual intervention required for repetitive processing tasks.
✅ Create and process sales quotations directly from customer emails. The agent can now generate sales quotations from incoming customer emails including creation from attachments, send follow-ups, confirm the quotation, and convert it into a sales order, all without manual re-entry at any step.
✅ Filter inbound emails by intent, customer, subject, or timestamp. Managers see only what’s relevant to them, reducing noise and enabling faster response times across the team.
✅ Train the agent on your team’s real phrasing. Rather than relying on fixed templates, the agent learns from how your customers actually write – improving classification accuracy & reducing manual corrections over time.
✅ View agent activity directly from your workspace. Status and activity information is now available as a workspace tile, eliminating the need to navigate through separate menus.
In today’s fast-paced business environment, timely and accurate communication with customers is crucial. Our Customer Communication Agent is designed to streamline email correspondence and sales order management, helping your team respond faster, reduce errors, and focus on high-value tasks.
Developed in collaboration with our clients, the Customer Communication Agent expands the standard functionality of Microsoft Dynamics 365 Finance & SCM systems to deliver automated email follow-ups, sales quotations and order creation, updates, and activity logging. It is intended for companies that handle high volumes of customer emails and orders and face challenges in keeping communication timely and accurate.
The solution is designed to improve efficiency with easy-to-use functionality and seamless integration into your Dynamics ERP system.
With the Customer Communication Agent, you can:
➤ Automate follow-up emails regarding sales quotations and orders for customers and internal managers.
➤ Convert incoming emails into new sales quotations and orders or update existing ones automatically, including selective application of changes per order or per line.
➤ Automate the execution of user-defined MCP instructions and business procedures associated with quotation/order processing.
➤ Automatically log activities related to sales quotations/orders, ensuring full traceability of customer interactions.
The Customer Communication Agent consists of 3 parts:
1️⃣ Follow-up Emails to Customers Agent – automates routine customer communication, including reminders for pending or unconfirmed orders, follow-ups after quotes or confirmations, and shipment notifications.
2️⃣ Speed Up Updates in Sales Orders Agent – converts incoming emails into system actions, enabling creation of new quotations/orders, updating existing ones, logging order-related activities, and recalculating delivery dates. Managers can selectively apply or ignore changes for entire orders or individual lines, maintaining control while saving time.
3️⃣ MCP Instructions Processing Module – allows processing sales quotation/sales order activities and post-processing of sales quotations/orders after creation/updating.
These parts work independently, allowing companies to enable only the features they need while improving efficiency, accuracy, and responsiveness in customer communication.
Typical benefits of implementing the Customer Communication Agent include:
✅ Significant reduction in manual email processing time
✅ Increased accuracy in order management
✅ Faster customer responses
✅ Reduced workload for sales and service teams
The solution ensures that no request goes unnoticed and allows companies to maintain high-quality customer service efficiently.
Learn more:
Fill out the form below or call us on +48 883 730 918