Unified Premier – Intelligent Case Routing Automation for Microsoft Support

Unified Premier was a large-scale automation solution developed for Microsoft’s Xbox and Surface support teams. The project aimed to eliminate manual support case routing by implementing intelligent, rule-driven, and AI-enhanced automation using Microsoft Power Platform.

As the Solution Architect, I led the design and implementation of a fully automated case triage system that significantly improved accuracy, scalability, and efficiency across global support operations.

Solution Highlights:

  • Power Automate (Cloud + Desktop): Built end-to-end workflows that processed and routed incoming support cases based on issue type, region, and workload distribution.

  • AI Integration: Deployed AI models to detect product category, validate serial numbers, and check warranty status, improving data accuracy and resolution times.

  • Web Scraping Automation: Used Power Automate Desktop to extract case-related metadata from legacy systems without APIs.

  • Scalable Routing Logic: Designed dynamic logic that intelligently routed up to 1 million support cases/day across multiple regions (NA, EMEA).

  • Power BI Dashboards: Delivered real-time performance and SLA monitoring dashboards for leadership and operations teams.

  • Governance & Security: Implemented role-based access controls (RBAC), environment separation, and managed solutions for Dev, QA, and Production.

Service Area
  • Power Platform Solutions · RPA & Automation · AI Integration · Enterprise IT Consulting

  • CLIENT NAME

    Microsoft Xbox Team

  • TIMELINE

    2019-06-01 - 2021-04-01
Brand Identity Design

Introduction

Unified Premier is a large-scale automation solution designed for Microsoft’s Xbox and Surface support teams. The solution modernized and optimized the manual process of support ticket triage, enabling intelligent, scalable case routing using Microsoft Power Platform.

Goal

To eliminate manual case triage and implement an AI-driven automation system that could intelligently route support cases across global regions, reducing delays and ensuring higher accuracy in routing decisions.

Challenge

The existing system relied heavily on manual effort to review and assign support tickets based on product type, issue complexity, and location. This led to: High response time and delays in routing Inconsistent case handling across teams Limited scalability during high-volume periods Lack of visibility and tracking for operations leaders

Outcome

Intelligent Automation for Case Triage

Smart, AI-Powered Case Routing

We implemented a fully automated case triage system using Power Automate and Power Automate Desktop. AI models were integrated to classify product types, validate serial numbers, and assess warranty status in real-time. The result was a highly accurate and consistent routing engine that reduced dependency on manual decision-making and eliminated bottlenecks. Desktop flows also performed web scraping to pull metadata from legacy systems, allowing a seamless flow of information across platforms.

Global Scalability and Real-Time Insights

Scaled Support Operations with Live Dashboards

The automation logic was designed to handle high volumes of support cases — scaling from 100,000 daily cases in North America to over 1 million globally. Power BI dashboards were deployed to provide real-time visibility into case volumes, processing speed, error rates, and SLA compliance. This empowered operations leaders with data-driven insights and allowed continuous monitoring of system performance.

The Unified Premier automation solution has completely transformed our support operations. The intelligent routing system eliminated delays, improved accuracy, and scaled effortlessly across global regions. The team's deep expertise in Power Platform and Microsoft technologies was evident throughout. Truly a game-changer for how we handle customer cases.

Microsoft Xbox Team
Microsoft

Conclusion

Unified Premier successfully transformed Microsoft’s support case routing process by replacing manual triage with intelligent, scalable automation. The solution not only improved accuracy and efficiency but also enabled global reach with real-time monitoring and AI-enhanced decision-making. It set a strong foundation for future automation initiatives within Microsoft’s global support ecosystem.