RSM

RSM streamlines recall and quality management for manufacturers

RSM · Onboarding automation · Microsoft

RSM deploys advanced Copilot Agents in manufacturing to reduce quality risks and manage product recalls. AI-powered agents analyze real-time data, identify affected product batches, pinpoint root causes, and automate recall notifications—all with seamless integration to existing Quality Management Systems (QMS), ERPs, and CRM tools. Their technical architecture includes layering data sources, Copilot intelligence (Copilot Studio, Power Platform, Power Automate), and user interfaces in Teams, Outlook, or Dynamics 365. AI models and Copilot Studio guide agents through user prompts, system actions, and automated event triggers. Security is ensured via Entra ID authentication, data loss prevention, and role-based access for generative AI. Retrieval-Augmented Generation (RAG) capabilities allow accurate processing for both structured (quality orders, ERP records) and unstructured (documents, feedback) data. Governance processes retain humans-in-the-loop for decisions with validation, filters for sensitive topics, and performance monitoring, ensuring compliance and reliability. These innovations accelerate investigations and recalls, improve regulatory alignment, and protect corporate brands in a highly regulated environment. RSM offers custom Copilot solutions for manufacturers seeking operational transformation and competitive advantage.

AgenticProduction

RSM boosts customer service agent productivity with AI-driven support

RSM · Onboarding automation · Microsoft

RSM, a professional services firm, acted as an early adopter of Microsoft Dynamics 365 Copilot in Customer Service. Facing the need to improve agent productivity and deliver quicker, more accurate customer support, RSM leveraged the Copilot AI features—including natural language Q&A, suggested email replies, and multi-source knowledge integration—to automate data retrieval and response. With Copilot integrated into Dynamics 365 during its public preview, RSM's agents could use natural language to get answers to customer questions, retrieve relevant knowledge from both internal and external sources, and speed up email composition and chat responses. The solution provided contextual, AI-generated suggestions, minimizing the time agents spent searching for information and improving overall customer interactions. Results included faster customer response times, improved first contact resolution, and a significant reduction in manual data gathering, signaling a substantial productivity increase in customer service.

RSM boosts customer support efficiency with virtual agent automation

RSM · Customer support automation · Microsoft

RSM, through its Technology Experience Center in Denver, implemented Microsoft Power Virtual Agents to automate and enhance customer support processes. By adopting a low-code/no-code platform, RSM enabled business users to create and customize interactive chatbots that leverage cognitive services and natural language understanding, allowing for smooth customer interactions and query handling. The virtual agent is capable of understanding a variety of user inquiries, providing immediate information, and escalating more complex requests to human experts by scheduling automated meetings. Integration with internal calendars allows seamless appointment scheduling for expert consultations. Analytics dashboards provide key metrics on user engagement and customer satisfaction, giving actionable insights to improve support operations. Since deployment, RSM observed an increase in satisfaction scores, showing measurable impact. The project reduces IT reliance for continuous bot improvements, as business users can make modifications and extend capabilities independently. The architecture leverages Microsoft Power Virtual Agents coupled with Cognitive Services for natural language understanding and includes analytics for ongoing feedback. The solution demonstrates how professional services can transform digital engagement and streamline support operations.

Agentic