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Add MicroHack 12: Contact Center Agents (voice-first customer service) - #590
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Marco Weber (qxsch) merged 4 commits intoNov 2, 2026
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A voice-first, low-code contact center lab on Microsoft Foundry. Participants choose one of five fictional industry packs (telco, energy, bank, insurance, retail) and build: - a Foundry voice agent and a chat twin grounded in a Foundry IQ knowledge base with paragraph citations - actions in a mock CRM (Azure Functions Flex Consumption) through an OpenAPI tool, with identity checks enforced by the CRM - guardrails (Prompt Shields, indirect attacks, a phrase blocklist), care rules for vulnerable customers and conversational PII redaction - handoff to a person with a summary, and an agent-assist copilot - post-contact analytics with the Content Understanding call center analyzer and a custom scorecard, plus a supervisor insights agent - evaluations with built-in evaluators and a statistical comparison of runs - stretch: the voice preview web app and a small chat page Includes coach walkthroughs with results from a full participant run in the portal, lab automation (Bicep, deploy-lab.ps1: models incl. gpt-5.4 for the call center analyzer, Search, Storage, CRM, Application Insights connected for agent traces), a Codespaces devcontainer, diagrams and 46 tests. Co-authored-by: Copilot <223556219+Copilot@users.noreply.github.com>
Co-authored-by: Copilot <223556219+Copilot@users.noreply.github.com>
Frosted-glass redaction of user name, account, tenant label, avatar and tenant ID in 10 screenshots. Co-authored-by: Copilot <223556219+Copilot@users.noreply.github.com>
- labautomation/shared-deploy-lab.ps1 registers the resource providers that infra/main.bicep deploys, once per subscription before the labs start, and waits for them. Participants own only their resource group and cannot register a provider. Best-effort: a provider that cannot be registered is reported with the fix command instead of stopping every lab. - dev/run-local.ps1 runs it first, as the platform does. README updated. - Tested with the platform helper module (adminpwsh image) and with dev/run-local.ps1. Co-authored-by: Copilot <223556219+Copilot@users.noreply.github.com>
Author
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Marco Weber (@qxsch) could you review this when you have time? Hack 12 (Contact Center) is complete: full participant run in the portal, redacted screenshots, 46 tests, and provisioning tested with |
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What
New MicroHack in
03-Azure/01-04-AI/12_Contact_Center: Contact Center Agents: Voice-First Customer Service.Participants run the contact center for a fictional company in the industry they choose (telco, energy, banking, insurance or retail) and build it in the Foundry portal, low-code:
Contents
ZZarea.python3 -m contactcenter), mock CRM (standard-library WSGI on Azure Functions Flex Consumption), small chat page (web/).infra/main.bicep+labautomation/deploy-lab.ps1(Foundry with gpt-5.4-mini, gpt-5.4 for the call center analyzer and text-embedding-3-large; Search; Storage; the CRM; Application Insights connected to the project for agent traces)..devcontainer/03-azure-01-04-ai-12-contact-center) and the hack's line in03-Azure/01-04-AI/Readme.md.Validation
az bicep buildclean; lab deployed and redeployed withdev/run-local.ps1.Known limits, documented in the walkthroughs: