Sample use case

When you post a query in the interface, Agentic AI assigns it to the relevant agent, analyzes your question, and initiates a conversation by asking follow-up questions based on your query.

For example, consider a typical use case as follows:

1.Open the Agentic AI bot in Microsoft Teams, and the user will receive a welcome message.

After the user submits a query, the AI bot interprets the intent as an Incident and assigns it to the Incident agent for further investigation.

After analyzing the query, the agent asks follow‑up questions to perform device mining.

The following image shows the device mining interaction.

2.Select the appropriate device from the given list.

The agent then asks additional questions related to the issue the user is experiencing with the device.

The following image shows the agent’s interaction with the user to clarify the device issue.

The agent provides a knowledge article with troubleshooting steps to resolve the issue.

The following image shows the agent sharing a knowledge article with the user to troubleshoot the issue.

3.Click Yes if the issue is resolved using the troubleshooting steps or click No if the issue is not resolved.

If No is selected, the agent asks whether the user would like to create an incident or chat with a Live agent.

The following image shows the agent offering further support to the user because the knowledge article did not resolve the issue.

4.When the user clicks Create Incident, the agent proceeds to create a new incident record and presents the incident draft.

The following image shows the agent creating an incident record and sharing the draft with the user.

5.Click Looks good, and the agent creates an incident and shares a tracking link with the user.

The following image shows the user accepting the Incident draft and the agent shares the Incident record link.