Create M365 Agent for Customer Service Team

Develop an M365 agent for a customer service team that ingests SOPs and prior email threads with responses, analyzes context, and generates actionable next-step replies. The agent should accept pasted inquiry emails and produce clear, concise guidance or draft responses aligned with documented procedures and historical resolutions. Deliverables: integration design with Microsoft 365, data parsing, response-generation logic, accuracy validation, and documentation for team members to use and maintain the agent.