MexicoRetail and e-commerce2025 – ongoingTiendas Cuadra
Copilot Studio assistant for ecommerce customer service
Tiendas Cuadra's assistant handled more than 400 customer interactions in a month
Problem
Growing ecommerce demand overwhelmed a small service team during busy periods. An existing chatbot lacked integration with the retailer's business systems.
Approach
Tiendas Cuadra and Algoritmo IT built a website assistant with Microsoft Copilot Studio. Generative AI answered questions using product information and connected operational data. The system retrieved order details and created Dynamics 365 cases for issues requiring human follow-up.
Results
Takeaway
Order-system integration let the assistant answer transaction questions and pass context to human agents.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described the deployed assistant and its integration with Dynamics 365. It reported more than 400 interactions in a month and described escalation to human agents.
Full details are in the original sources.
