Normalized claim
Customer interactions handled: 400 interactions increase
In a single month, it handled more than 400 customer interactions that would otherwise have required human intervention.
Tiendas Cuadra reinvents customer service with a Copilot Studio virtual assistant (Mexico)
Use case typeCustomer service automationUpdated Jul 10, 2026
As ecommerce expanded, Tiendas Cuadra needed to scale customer service across channels and provide timely responses beyond business hours. The company deployed a Microsoft Copilot Studio virtual assistant integrated with Dynamics 365 to automate routine inquiries and connect conversations to operational systems, improving order visibility and product discovery.
- Organization
- Tiendas Cuadra
- Industry
- Retail
- Location
- Mexico
- Published
- July 2026
Reported outcomes
400 interactions
customer interactions handledOther quantified impact
100%customer question resolution rate88%response quality
Strategic outcomes
Cost efficiencyReduced repetitive workload for the service teamCustomer experience & trustImproved holiday-season responsivenessCustomer experience & trustDelivered instant answers beyond business hours
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Customer question resolution rate: 100%
According to Tiendas Cuadra, it resolves 100% of the customer questions it receives, with response quality consistently above 88%.
Normalized claim
Response quality: 88%
According to Tiendas Cuadra, it resolves 100% of the customer questions it receives, with response quality consistently above 88%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Tiendas Cuadra
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- Microsoft Customer Stories
The company deployed a Microsoft Copilot Studio virtual assistant integrated with Dynamics 365 to automate routine inquiries and connect conversations to operational systems, improving order visibility and product discovery
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Customer service automation
- 2Omnichannel service delivery
- 3Case management
- Scale omnichannel customer service for ecommerce with 24/7 responses as digital sales grew.
- The existing third-party chatbot did not integrate with the company’s Microsoft Dynamics 365 environment.
- Tiendas Cuadra built an embedded virtual assistant with Microsoft Copilot Studio and connected it to Dynamics 365 Customer Service, Dynamics 365 Finance, Dataverse, Power Automate, AI Builder, and Azure.
- The assistant answers common questions from trusted sources such as the website, product catalogs, store directories, and Dataverse.
- It handles order-status, shipping, promotions, and product-availability inquiries, and escalates complex cases by creating Dynamics 365 Customer Service cases.
- Power Automate retrieves and validates order data and formats responses, while AI Builder summarizes conversations and generates case descriptions for agents.
- In a single month, the assistant handled more than 400 customer interactions that would otherwise have required human intervention.
- According to Tiendas Cuadra, it resolves 100% of customer questions it receives, with response quality consistently above 88%.
- The small four-person customer service team saw a significant reduction in repetitive workload and better holiday-season responsiveness.
Architecture
Microsoft Copilot Studio virtual assistant embedded in the website and integrated with Dynamics 365 Customer Service and Dynamics 365 Finance. Dataverse provides trusted knowledge and operational data; Power Automate retrieves and validates order data and formats responses; AI Builder summarizes conversations and drafts case descriptions for human agents.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jul 10, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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