Outcome
Callers greeted by name about four seconds into the call, with the password-reset SMS path confirmed on live calls.
The problem
Staff calling the service desk had to identify themselves and wait for a person just to log a simple request — and password resets were the most common, most repetitive call.
What I did
- Built a Graph caller lookup. The server-side filter on mobile number silently returned nothing, so I switched to list-and-filter in the flow, and stripped stray quote characters the telephony channel sometimes wraps around caller IDs.
- Called the lookup at the very start of the call so the greeting uses the caller’s first name — and steered the platform’s unavoidable “please hold” line by renaming the tool.
- Moved from one generic MCP wrapper to individual connector actions for ticket create, read, list and comment, which made tool selection reliable.
- Scoped three password-reset options and shipped the lowest-privilege one: an SMS of the self-service reset link, rather than an admin reset over a recorded call.
- Restructured the agent instructions from 24,305 to about 12,400 characters to fit the platform’s 20,000-character limit without losing a single behaviour rule.
Result
Callers are identified and greeted by name at about +4 seconds, the reset-link SMS path is live, and the same design has been scoped for another organisation’s service desk.