At a glance
What was built, on what, and why it matters.
- Industry
- Auctions & Valuation Services
- Domain
- Customer Support
- Solution
- Conversational AI · Customer Self-Service · Knowledge Management
- Technology partner
- Microsoft
- AI accelerator
- Microsoft Agent Framework
Key outcomes
Measured where it counts.
- 0124/7 self-service support for customer enquiries
- 02Source-grounded responses with transparent citations
- 03Enterprise-grade AI governance and safety controls
- 04Reduced manual effort for repetitive support interactions
The same questions, on repeat.
The contact centre managed a high volume of repetitive enquiries — auctions, bidding, payments, collections, account support. The information already existed across FAQs and resources, yet customers kept relying on support teams to find it.
The business needed a conversational AI solution that delivered accurate, trustworthy responses while meeting enterprise requirements for governance, safety, traceability, and quality.
Grounded answers, governed.
Azure AI Foundry + Agent Framework, with enterprise safety controls.
DBiz designed and implemented an AI-powered conversational assistant that lets customers get answers through a natural-language interface.
Built on Azure AI Foundry, Azure OpenAI, Azure AI Search, Microsoft Agent Framework, and Azure Cosmos DB, it delivers source-grounded responses across key journeys. For enterprise deployment, it incorporates content safety, PII protection, prompt-injection defence, conversation-history management, governed response behaviour, and fallback handling — with transparent source references to build trust.
Independent customers, lighter support load.
Customers resolve common enquiries independently through a secure, reliable self-service experience. By automating high-frequency answers, the organisation reduced pressure on support teams and improved consistency.
The implementation established a governed framework for conversational AI — the controls needed to scale future AI initiatives with confidence.
Technology stack
| Layer | Technology |
|---|---|
| AI platform | Azure AI Foundry |
| Generative AI | Azure OpenAI |
| Search & retrieval | Azure AI Search |
| AI accelerator | Microsoft Agent Framework |
| Data storage | Azure Cosmos DB |
| Governance & security | Content Safety · PII Protection · Prompt-Injection Defence |