Vernon Juelich
Connect
Financial services contact centre · 2026

Call-transcript search agent that scales

An internal chat agent that searches thousands of contact-centre call transcripts by keyword and date and reports sentiment and themes — rebuilt after it hit a hard platform limit in production.

  • Power Platform & Dynamics
connector buffer cap — designed around
100 MB
date clamp with pagination breakers
90 days
template agent worked on a fresh build
1st try
Architecture

How it fits together

  1. 01

    Ask

    • Copilot Studio
  2. 02

    Search

    • Power Automate
    • Dataverse Relevance Search
  3. 03

    Fetch

    • Per-record loop (max 5 concurrent)
  4. 04

    Source

    • Dynamics 365 Contact Center transcripts
  5. 05

    Answer

    • Sentiment & themes summary
Outcome

Fixed a production outage caused by a 100 MB connector buffer cap, and turned the corrected design into a reusable template that worked first time.

The problem

The agent worked perfectly on a sandbox with a dozen transcripts. In production it failed outright: the flow pulled every transcript body in one query and blew through the connector’s 100 MB buffer.

What I did

  • Re-architected the search flows: the bulk query now fetches IDs only, with a 90-day date clamp and pagination circuit breakers; bodies are fetched per record in a loop capped at five concurrent calls.
  • Moved transcript matching to Dataverse Relevance Search, and added flags so the agent tells users honestly when results may be truncated.
  • Packaged the proven design as a customer-agnostic template agent with generic instructions and placeholders.

Result

Production search works again, and the template agent returned correct sentiment tables and themes on its very first live test.