Reference architecture
Agent Assist Architecture on Microsoft
An enterprise-grade blueprint spanning engagement, AI, orchestration, data, knowledge, analytics and security.
Layer 1
Customer Engagement Layer
Dynamics 365 Contact Center
Dynamics 365 Customer Service
Teams Phone
Azure Communication Services
Layer 2
AI Conversation Layer
Azure AI Foundry
Azure OpenAI
Azure Speech Services
Azure Language Services
Layer 3
Agent Orchestration Layer
Copilot Studio
Multi-Agent Framework
Agents
Conversation Intelligence AgentCustomer Context AgentKnowledge AgentCoaching AgentSentiment AgentEscalation AgentResolution AgentTraining AgentInsight Agent
Layer 4
CRM & Data Layer
Dynamics 365
Dataverse
Microsoft Fabric
OneLake
Layer 5
Knowledge Layer
SharePoint
Knowledge Base
Product Documentation
Service Procedures
Layer 6
Analytics Layer
Microsoft Fabric
Power BI
Real-Time Intelligence
Layer 7
Security Layer
Microsoft Purview
Microsoft Defender
Entra ID