System Architecture
Northwind's website, phone line, inbox, and field operations are a single connected system. Microsoft Copilot Studio agents handle the front desk, the calls, and the email; a purpose-built Laravel platform runs the field work; and a secured connection lets the agents read and write live operational data. This is what is actually wired together behind the demo.
Want to try it? Call Relay on 0800 260 6516, email Ledger at [email protected], or use the chat launcher on the home page.
None of this is off-the-shelf. Each piece was chosen or built to solve a real problem a field-services business actually has.
No third-party phone-bot subscription. We provisioned a real freephone number on Azure Communication Services and built a voice bridge (speech to text, Copilot, text to speech) so Relay answers a live line. The number and the call data belong to the business.
The field portal is a progressive web app. Forms complete and queue on the device through comms dropouts on site, then sync when the link returns. Each submission carries a client id, so re-syncing never creates a duplicate.
Copilot reads and writes project data through a single-purpose API that returns a curated projection, never the raw records. The boundary is the data-governance story: the agent sees what it is allowed to see, and nothing else.
Compass, Ledger, and Relay all ground their answers in one SharePoint knowledge library. Update a policy once and the website, the inbox, and the phone line all change together.
Every agent is tuned for plain corporate British English. No "as an AI", no marketing filler, and not a single em dash. Callers and correspondents deal with something that reads like a competent colleague.
The agents live in one Microsoft tenant and the telephony runs in a separate Azure subscription, bridged over Direct Line. It is wired the way a real managed deployment into a client's tenant would be, not as a toy.