Azure Open AI connected to Dynamics 365 Customer Service | Case resolution (Thai Language)

Microsoft has announced that they will integrate Open AI GPT Technology into their Product such as 
Microsoft 365, and Dynamics 365 are called "CO-PILOT"  but currently when I create this article 
CO-PILOT support Thai Language is not available yet. Introducing Microsoft Dynamics 365 Copilot

 So I make this solution for my demonstration propose to show my customer how it works. By using  Azure open AI Service retrieves Case detail conversion from Customer service Omnichannel and summarizes Text  by following this step

1. Create  Azure Open AI  | You might need to input a request quote  to the Microsoft Product team

Create Open AI Service

Once you finished provisioning  you be able to Access  Azure AI Studio  select examples: Summarize issue resolution from conversion

You can see how AI summarizes conversion and you also finetune parameters on your right widget bar

Let's try with Thai language scenario, Open AI has summarized the conversion 

I have adjusted the temperature to 0.33  (Controls randomness. Lowering the temperature means that the model will produce more repetitive and deterministic responses. Increasing the temperature will result in more unexpected or creative responses. Try adjusting the temperature or Top P but not both.)

So now. If you OK with you trained model. It's time to deploy and make a connection with Dynamics 365 Customer Service

Click View Code to get Endpoint URL and Key Value Following Microsoft Doc

Create Microsoft Power Automate to trigger with HTTP Request 

Use the same example conversion in the Text variable

The power automation flow is working perfectly. We got a resolution text response on final step

It's time to move  to Dynamics 365 Customer Service part

The company Support agent may receive a Case via E-mail,  Chat, Phone Call (Need to enable Speech to text), or Power virtual Agenet conversion history before escalating to Agent

We can use the case detail description pass into Azure Open AI service by using Power Automate  as a connector 

I have modified the Power Automate form as a Cloud flow to trigger events from Dataverse that are used for Datastroage for Dynamics 365

As you can see.When the case context was logged. When then Agenet try to resolve Case  Power Automate will trigger by Dynamics 365 dataverse and call HTTP Request to Azure Open AI service

To improve AI accurate response, You can import Organization's Knowledge base to support AI suggestions more relevant to your Organization's business process. By the way, I'm waiting to try CO-PILOT Out of the box Feature in Dynamics 365  Customer Service to see how it's works with Thai Language

Thanks for your visit.