Microsoft expands AI lineup: Customisable 'Agents' for sales, customer service, and more

Microsoft is significantly expanding its artificial intelligence capabilities with the introduction of new custom agents and an enhanced Microsoft 365 Copilot. The company is making ten autonomous agents available in Dynamics 365 for critical functions such as sales, customer service, finance, and supply chain management. These agents are designed to automate routine yet time-consuming tasks, like researching and prioritizing sales leads, tracking supplier performance, and generating guides for service teams. Key to this expansion is Copilot Studio, a new tool that empowers businesses to create their own AI-powered assistants. This allows for tailored automation across a wide range of tasks, from lead generation to managing supply chains. Companies utilizing these agents, such as Lumen Technologies, Honeywell, and Finastra, are already reporting benefits like reduced costs and faster production times. Microsoft emphasizes the security and privacy of these AI tools, providing robust data governance, privacy controls, and security features within Copilot Studio. Specific examples of these agents include a Sales Qualification Agent that researches and prioritizes leads, and a Sales Order Agent that automates the order intake process. Microsoft claims these agents could save companies millions annually or provide the equivalent value of adding numerous full-time employees by automating business processes. Furthermore, Microsoft is launching an AI Accelerator for Sales program to assist businesses in adopting these AI solutions, offering expert guidance and customization services.