Brillio’s Agentforce-Powered CX Transformation

Overview: Customers expect personalized, intelligent, and connected experiences—and organizations must move quickly to deliver them. Brillio’s Agentforce-Powered Customer Experience (CX) Transformation PoC is a strategic engagement designed to help enterprises rapidly ideate, validate, and demonstrate their digital CX vision using Azure-native services.

This modular and scalable solution leverages Brillio’s proven Agentforce framework combined with Microsoft Azure’s powerful AI, automation, and communication capabilities—including Azure OpenAI, Azure Bot Services, Azure Communication Services, Azure Functions, and Azure Cosmos DB—to design intelligent, seamless customer interactions that are context-aware, secure, and scalable. Whether your organization is modernizing a contact center, digitizing onboarding journeys, automating claims processing, or orchestrating self-service across touchpoints, this PoC transforms your ideas into reality—without the commitment of long-term investments or architectural overhauls.

Brillio’s agile, consultative approach brings together business and IT stakeholders to reimagine customer journeys. We use reusable templates, a library of accelerators, customer persona blueprints, and real-time feedback loops to deliver meaningful, validated experiences within weeks. Our solution empowers your organization to define future-state CX experiences with clarity—while leveraging Azure’s cloud-native ecosystem to ensure flexibility, speed, and cost-effectiveness.

Deliverables: At the end of the engagement, you'll have a fully functional, stakeholder-reviewed PoC—designed as a vision prototype for scaling your CX transformation. You will receive: • Functional Prototype: Working PoC built using Brillio's Agentforce CX accelerators and Azure-native components • Reference Architecture: Cloud-native solution architecture mapped to your ecosystem and Azure services • Documentation: Technical and business overview of the implemented solution • Demo Walkthrough: Playback session with stakeholders • Next Steps Roadmap: High-level planning guide for scaling beyond the PoC

Azure Services Utilized: • Azure OpenAI – For real-time personalization, intelligent summarization, and generative customer insights. • Azure Bot Services & Cognitive– For conversational AI, language understanding, and speech-to-text experiences. • Azure Communication – To enable omnichannel interactions via voice, chat, and video. • Azure App Services – To deploy scalable frontend and middleware experiences. • Azure API Management – To orchestrate and manage APIs supporting omnichannel integration. • Azure Functions – For serverless processing of customer interactions and trigger-based automation. • Azure Cosmos DB / Azure SQL – To store structured and unstructured customer interaction data. • Azure Monitor / Application Insights – To provide end-to-end observability, diagnostics, and performance tracking.

Key features • Agentforce CX Experience Framework: Modular methodology to accelerate CX ideation and validation through reusable journey templates and architecture patterns. • Omnichannel Engagement Orchestration: Unified customer experiences across web, mobile, chat, and voice—designed to ensure context and continuity. • Gen AI-Driven Personalization: Azure OpenAI powers proactive prompts, summaries, and personalization based on real-time signals and customer behavior. • Contact Center Modernization: Azure Bot Services and Communication Services bring AI to IVR, agent assist, and sentiment-driven routing. • Real-Time Identity Management & Data Sync: Azure AD B2C and Cosmos DB ensure secure access and real-time, personalized session continuity. • Event-Driven, Serverless Automation: Azure Functions and Event Grid automate responses to customer actions, improving responsiveness without infrastructure management. • Journey Intelligence & Analytics: Leverage Application Insights and integrated analytics to monitor journey performance and inform future engagement strategies. • Industry-Agnostic Architecture: Scalable, flexible design tailored to verticals like healthcare (care journey mapping), insurance (claims & policy servicing), and retail (customer support, digital storefronts).

Business Benefits • Accelerated Innovation: Test high-impact CX use cases without long-term commitment • Improved Satisfaction: Design smarter journeys with Gen AI, automation, and intelligent feedback • Scalable Foundation: Modular architecture ensures extensibility, compliance, and seamless integration with enterprise systems. • Streamlined Ops: Identify manual workflows ripe for automation • Stakeholder Alignment: Showcase future-state CX with a live PoC