Transforming Product Recalls with AI: The Future of Supply Chain Resilience

Product recalls are among the most disruptive events in supply chain operations. They carry financial, reputational, and compliance risks that escalate with every passing minute. Traditional recall processes rely on manual traceability and fragmented workflows, turning corrective action planning into a race against time.

Introducing Cegeka’s Quality Impact Recall Agent, a digital colleague embedded in Dynamics 365 Finance & Supply Chain Management. This agent transforms recall orchestration from reactive firefighting into proactive risk containment. But the real game-changer lies in how Microsoft’s Model Context Protocol (MCP) server extends this agent’s capabilities, enabling unprecedented agility, governance, and intelligence.

This agent is built on a strong foundation, powered by Microsoft Copilot Studio and the Dynamics 365 ERP Model Context Protocol. AI and intelligent agents are redefining the way organizations work. We are moving from static systems of record to dynamic systems of action. In this new paradigm, the user experience becomes seamless and almost invisible. The core of this transformation rests on three essential principles: well-structured data, robust governance frameworks, and access to business logic that enables agents to operate with accuracy and efficiency.

This vision can be illustrated by the following key principles:

Headless Business Services

Only 6 months ago, on Microsoft Build 2025, The Dynamics 365 ERP Model Context Protocol (MCP) server was announced. This technology provided a standardized way for AI agents, applications, and services to securely access ERP data and execute business actions within Dynamics 365. The scope of the capabilities at that time was limited to 13 static scenarios, which showed the potential of this technology, but was not scalable to an unlimited amount of scenarios.

Fast-forward to today, where the new dynamic ERP MCP server is announced on Microsoft Ignite 2025. The 13 static scenarios have evolved to an unlimited amount of possibilities. Instead of executing fixed tasks, the agent gets access to tools which are available to a user in an ERP context (click controls, filter forms, open menu items, invoke actions ...). This enables the agent to mimic all actions a human with the same security access would perform.

Discover more about the Dynamics 365 ERP MCP server announcement.

How can this technology be leveraged in the context of the Quality Impact Recall Agent?

During the follow-up of an escalated quality issue, your company gets overloaded with mails, phone calls and urgent requests. All this unstructured data comes in through different channels and can be handled in different ways depending on the context. A Large Language Model can bring structure in the chaos, processing this data, cross-referencing it against your company policy and using MCP tools to log certain follow-up actions in your ERP system.

Let’s take a look at an example where an email is received from a dissatisfied customer.
The agent will analyze the mail and use MCP to perform the appropriate actions in the ERP system.

ERP Agent Foundation

Copilot Studio unlocks the possibility to bring any use case to life. Microsoft has set the example with first-party agents (1P), which they released in all of their business applications. These 1P agents paved the way for partners to build their own agents, called third-party or 3P agents. The Quality Impact Recall Agent is an example of such an agent.
Finally, there is the option to build tailored customer agents, leveraging the same tools and technology as the 1P and 3P agents. A nice example is the intelligent procurement core that was introduced in our article on The Future of Procurement.

Copilot Adaptive Experience

Copilot is becoming the central interface for agent interaction, bridging Dynamics 365 and Microsoft 365. It delivers adaptive experiences with personalized insights, unifies chat, so users can engage with agents across ERP and M365, and enables cross-app actions, like pulling Outlook emails or SharePoint supplier data from ERP.

The pace of innovation is almost impossible to follow, but the advancements which are being made are undeniable.  

“You can't stop the waves, but you can learn to surf." - John Kabat-Zinn

Let’s help you ride this wave. Book a meeting with our specialists to discuss how the Quality Impact Recall Agent can support your recall challenges and future-proof your supply chain operations.