Submitted for CWB Hackathon 2025

Automate and enhance the handling of incoming customer service emails in a banking environment using modular AI-powered agents that collaborate intelligently to streamline operations.

1. Trigger: When a new email arrives in the monitored inbox (When a new email arrives (V2)).
2. Processing: The app invokes the EmailProcessor Azure Function (service-request-handling-agent-EmailProcessor), which analyzes the email content, determines intent, extracts data, and interacts with the SR system.
3. Response: A reply email is automatically sent to the original sender (Send an email (V2)).

The system uses the Handoff Orchestration pattern in Microsoft Semantic Kernel. Each agent has a focused role, and agents hand off control to the next stage in the workflow.

• EmailTriageAgent Classifies the incoming email to determine if it’s a new service request or a follow-up.

• SRCreatorAgent Handles service request creation based on email content, and passes control to ReplyGeneratorAgent.

• FollowUpHandlerAgent Checks SR status for follow-up emails, and passes control to ReplyGeneratorAgent.

• ReplyGeneratorAgent Generates the final customer reply using structured logic depending on the SR state (created, in progress, closed, or not found).

[EmailTriageAgent]
   ├──> [SRCreatorAgent] ─────┐
   └──> [FollowUpHandlerAgent] ───┐
                                  └──> [ReplyGeneratorAgent]

This modular pipeline enables intelligent, dynamic agent collaboration to automate decision-making and response generation in customer service workflows.

• Read and classify customer emails using LLM.
• Automatically create service requests via API.
• Reply with personalized responses using LLM.
• Handle follow-ups by checking SR status and sending updates.
• Orchestrate the flow using Semantic Kernel deployed on Azure Functions.

• Microsoft Semantic Kernel
• Azure Functions (.NET)
• Azure Logic Apps
• LLM (Azure OpenAI GPT-4.1-nano)
• GitHub API
• Azure Key Vault
• Azure Application Insights

Send a service request email to our monitored inbox at: duuinh [at] outlook [dot] com

Try sending:

• A new service request (e.g., request a new credit card, report a lost card)
• A follow-up email asking for status updates on your existing requests

Watch how you get a personalized response — powered by AI agents working behind the scenes!