Hands-on lab guide for building a Microsoft Copilot Studio agent that automates escalated airline guest-complaint handling end to end: triage, verification against operational systems, liability assessment, a costed reimbursement offer, a drafted guest letter, and write-back to Dynamics 365.
An agent that takes a raw complaint email and produces a complete, auditable case:
| Step | What the agent does |
|---|---|
| 1 | Triage — category, tone, jurisdiction, escalation flags, risk score |
| 2 | Evidence collection from the complaint |
| 2B | Verification against the flight ops feed, crew notes and receipt records |
| 3 | Liability and entitlement assessment against EC261 / Montreal / GCAA |
| 3B | Costed reimbursement offer with basis, breakdown and approval level |
| 4 | Guest letter — empathetic, legally safe, no admission of fault |
| 5 | CRM summary and escalation routing |
| 6 | Finds or creates the Contact and Case, writes the assessment back |
| 7 | Leaves the reply as a draft email for a human to review and send |
An agent that reasons only over what the guest told it will pay out on claims that are not true. Lab 5 connects the agent to read-only operational data so every factual claim is checked before money is offered. The scenarios are built so that:
- one guest claims a delay that never happened — the flight arrived eleven minutes early
- one guest has a genuine claim worth EUR 600 under EC261
- one guest is right about the disruption and wrong about the money — of AED 4,850 claimed, only AED 778 survives the policy and date checks
- one guest is simply wrong, and the correct answer is a warm, clear no
The lab guide assumes a prepared environment: a Dataverse instance carrying the case schema and sample complaints, three knowledge PDFs, an Azure SQL database holding the operational tables, and three Power Automate flows wrapping the stored procedures.
SQL credentials and environment URLs are not in this repository — they are handed to participants on a credentials card at the start of the session.
Sample content for demonstration and training. Not affiliated with or endorsed by Etihad Airways. All guests, bookings, flights, receipts and incidents are fictional.