Question

A Copilot Studio agent classifies inbound service emails into 12 category topics that route cases to specialized teams. Overall classification accuracy is reported at 91%, and leadership considers the agent healthy. However, the field service team complains that they keep receiving cases that belong to the billing team, causing delays. As the solutions architect analyzing telemetry to tune the agent, what should you do first to diagnose the routing problem?

Accepted Answer

Build a confusion matrix from labeled telemetry to identify which specific category pairs are being misclassified, then target tuning at those pairs

Answer

Increase the generative orchestration temperature so the agent explores more category options before routing

Answer

Retrain the entire classification model on a fresh, larger dataset before investigating specific categories

Answer

Raise the overall accuracy target to 95% in the validation criteria and rerun the regression suite