Apex AI Agent

Enhance your generative AI experience by connecting Apex AI Agent to Microsoft Copilot through conversational integration within Microsoft Teams. This integration builds on the current setup and configuration used for Microsoft Teams, as Copilot primarily functions as an extension of the Teams environment—making the deployment seamless and efficient.

Apex AI Agent empowers you to handle day-to-day requests more efficiently through chat. Whether you are searching for Knowledge Base articles, checking the Status of your Requests, tracking orders, or placing new ones you can do it all directly in Microsoft Teams.

Integrated with Microsoft 365 Copilot, Apex AI Agent also allows you to resolve common IT and HR issues seamlessly. Enter prompts like Log an incident for me or Help me find a knowledge article for my Outlook issue.

Note

To use this application in Microsoft Teams, users must have an active Apex account with Apex AI Agent features enabled. Copilot integration also requires Apex AI Agent  where the setup and configuration must be performed by an Admin.

• Add Apex AI Agent to M365 Copilot

• Default Microsoft Prompts

• Use Cases

Prerequisite

Integrate Microsoft Copilot with Apex AI Agent bot.
For more information, refer Registration.

Notes

• Prior to the integration, ensure Copilot is enabled on your Microsoft Teams tenant.

• Configuration changes are NOT required on your Apex instance to integrate with Microsoft Copilot.

Add Apex AI Agent to M365 Agent

To use Apex Agent, you must add the App to Copilot on Microsoft Teams. Upon performing this you can see the agent added to the Agent List of the Teams.

To add SymphonyAI Agent to Microsoft Teams, perform the following steps:

1. Login to Microsoft Teams with an account registered to use Apex AI Agent.
   

2. Click Apps, search for Apex AI Agent and click Add.
   If it is already added it displays to open the App.
   

   Figure: Apex AI Agent
   

3. The Apex AI Agent is listed in the Agent List.
   

   Figure: Apex AI Agent

Default Microsoft Prompts

SymphonyAI Agent App by default provides sample prompts which can be further edited before sending the prompt to Agent. A few sample prompts that include are as follows:

• Self Fulfillment: Search of Knowledge Articles

• Create Incident: Log a new Incident by providing sample Symptom and Description

• List my Incident: Enquire about the incidents

• Update Incident: Add any information to the Incident

• Get Approvals: Retrieve the list of approvals which are awaiting for Approval

• Update Approvals: Approve the Requests

Figure: Default Prompt List

Click View Prompts icon to see the prompts in a popup window.

Figure: Prompt Gallery

Use Cases

The following use-cases help you to understand the SymphonyAI Agent Copilot assistance in handling day-to day work schedule from MS Teams without navigating to application.

• Search Knowledge Article

• Create Incident

• List my Incident

• Update Incident

You can use the default Microsoft prompt to search for a knowledge article. Also you are enabled to edit the prompt according to the requirement before sending to the Agent.

To search a knowledge article, perform the following steps:

1. Select the Self Fulfillment prompt to search for a Knowledge Article or enter the required help in the Copilot Message Field.
   

   Note

   Edit the prompt according to the requirement before sending.

   

   
   Figure: Search Knowledge Article
   

2. Copilot provides a response with options to act on the requested prompt.
   

   Figure: Copilot Response
   

3. Consider user has requested for Outlook Troubleshooting Knowledge article.
   User Input: Search for Outlook Troubleshooting knowledge article
   

4. Copilot acknowledges the prompt and assures the user to connect with the Agent and rephrases the query directing to the agent. User consent  is taken for the search text using Confirm and Cancel options.
   

5. Click Confirm to view the required Knowledge Article.
   

6. Copilot Agent provides the details with accessible link as a text, enabling you to copy and paste on the browser. Card is displayed with Knowledge Article ID as a clickable link that re-directs you to the application on browser.
   

   Figure: Copilot Response
   

7. Click View Knowledge Article to view the KA on the browser.
   

8. Knowledge Article details is displayed on the browser.
   

   Figure: Knowledge Article on Browser
   

   Click Cancel for the Agent to exit from prompt without searching for the KA.
   Following is the response from Copilot upon cancelling.
   

   Figure: Cancel Search

Create Incident

Log an Incident without navigating to the application and module in just a few clicks.

To create an Incident from Agent Copilot, perform the following steps:

1. Select Create Incident, the prompt is auto populated in the Message Copilot field.
   

   Figure: Select Prompt
   

2. Copilot provides a response with options to act on the requested prompt.
   `

   Figure: Copilot Response

   Field	Description
   Symptom	Displays a one liner about the issue, the details here are generated by the Agent which is reported by the user.
   Description	Provides a brief description about issue which is generated by the Copilot Agent based on user request or input to the Agent.
   Confirm	Click Confirm to create an Incident for the generated symptom and description.
   Cancel	Click Cancel to revert back to the agent for any clarification.

3. Consider user has requested to report an Issue with sending or receiving emails in Outlook.
   User Input: Report an Issue with sending or receiving emails in Outlook.  
   

4. Copilot acknowledges the prompt and assures the user to create an Incident. User consent  is taken for the Symptom and Description using Confirm and Cancel options.
   

5. Click Confirm to create an Incident.
   

6. Apex AI Agent creates an Incident along with other details such as Symptom, Description, Incident ID and hyperlink to view the Incident Details on the Application. Along with this a card is displayed along with success message, Incident ID and View Incident clickable option enabling user to view the Incident details on the Application.
   

   Figure: Incident Creation
   

7. Click View Incident to view the logged incident.
   

8. Click Cancel for the Agent to exit from prompt without creating an Incident.
   Following is the response from Copilot upon cancelling.
   

   Figure: Cancel Incident Creation

List my Incident

List all the Incidents that you have logged through the Copilot Agent. Use the readily available prompt or enter your own prompt in the Message field.

To list the incident(s), perform the following steps:

1. Select List my Incident, the prompt is auto populated in the Message Copilot field and click send icon in the message field. If needed edit the prompt according to the requirement.

2. Consider user has requested to list incidents.
   User Input: List the latest 3 incidents.
   

3. Copilot acknowledges the prompt and displays the list of incidents with hyperlink that navigate to the incident details page on the application.
   

   Figure: Incident List

Update Incident

To update an incident with any information, you can achieve from the Copilot Agent by just providing the message details in the Prompt. You can use readily available prompt and edit accordingly.

To update an Incident, perform the following steps:

1. Enter the prompt in the Message field.
   

   Figure: Update Incident
   

2. Copilot provides a response with options to act on the requested prompt.
   

   Figure: Copilot Response
   

3. Consider user has requested to update an Incident.
   User Input: Update Incident INC00976 with a message “This issue reoccurs frequently after resolving”
   

4. Copilot acknowledges the prompt and assures the user to update the Incident. User consent  is taken for the Incident ID and update message using Confirm and Cancel options.
   

5. Click Confirm to update an Incident.
   

6. Copilot Agent updates the Incident provides a card output with Incident ID and View incident option.
   

   Figure: Updated Incident