Optimizing Customer Service with Copilot Studio and Copilot in Dynamics 365ende

This presentation focuses on using Microsoft Copilot Studio within Dynamics 365 Customer Service and Contact Center to revolutionize customer interactions. It will demonstrate how Copilot Studio can provide seamless self-service options for customers through voice and chat channels, enhancing their service experience and customer satisfaction.

Key highlights of the presentation include:

Self-Service Features: Learn how Copilot Studio empowers customers to resolve their queries independently using advanced AI-driven voice and chat interactions, reducing wait times and improving overall service efficiency.
Integration into the Agent Workspace: Discover how Copilot Studio integrates into the agent workspace via Dynamics 365 Copilot, providing real-time support and insights to help agents serve customers more effectively. Features such as automated responses, knowledge base suggestions, and workflow automation will be showcased to streamline agent tasks and boost productivity.
Extending Dynamics 365 Copilot to Additional Data Sources and Actions: Gain insights into how you can extend Copilot's capabilities by integrating it with additional data sources and actions. Leveraging data from various systems to provide more accurate and timely information enables a more comprehensive and personalized customer experience.

duration: 30min + Q&A
level: 100
audience: IT- and Business decision-makers
format: presentation with live demos

Enhancing Microsoft 365 Copilot with Connector Actions for ServiceNow, Salesforce, and SAP HANAende

This presentation focuses on extending Microsoft 365 Copilot by integrating it with connector actions for ServiceNow, Salesforce, and SAP HANA. This integration aims to enhance Copilot's capabilities and provide a more comprehensive and personalized user experience by leveraging data from these powerful platforms.

Key highlights of the presentation include:

ServiceNow Integration: Learn how to integrate Microsoft 365 Copilot with ServiceNow to streamline IT service management and customer support processes. By embedding ServiceNow Data, users do not need to switch their working environment; they can interact with ServiceNow straight from their Microsoft 365 environment.

Salesforce Integration: Discover how to extend Microsoft 365 Copilot with Salesforce connector actions to enhance sales and customer relationship management. This integration allows Copilot to access and utilize Salesforce data, providing real-time insights and support for sales teams, ultimately boosting sales performance and customer satisfaction.

SAP HANA Integration: Gain insights into integrating Microsoft 365 Copilot with SAP HANA to optimize business operations and data management. By leveraging SAP HANA's data, Copilot can provide accurate and timely information, enabling better decision-making and operational efficiency.

Benefits of Extending Microsoft 365 Copilot:
Improved Efficiency: By integrating with ServiceNow, Salesforce, and SAP HANA, Copilot can access and utilize data from these platforms, reducing the need for manual data entry and retrieval and streamlining workflows.
Enhanced User Experience: The integration provides a more personalized and comprehensive user experience, as Copilot can leverage data from multiple sources to provide accurate and relevant information.
Increased Productivity: With real-time insights and support from Copilot, users can make better decisions and complete tasks more efficiently, increasing productivity and business outcomes.

duration: 30min + Q&A
level: 100
audience: IT- and Business decision-makers
format: presentation with live demos

Build Your Own Agent Using Microsoft Copilot Studioende

Abstract: This workshop-style presentation will introduce you to Microsoft Copilot Studio, a low-code platform that simplifies the development of personalized agents. Live demonstrations teach you how to use actions and AI prompts to craft intelligent agents tailored to your specific needs.

Session Overview:
In this session, participants will explore the capabilities of Microsoft Copilot Studio, a powerful tool designed to make the creation of custom agents accessible to everyone, regardless of coding experience. The session will cover:

Introduction to Microsoft Copilot Studio: An overview of the platform and its key features.

Live Demonstrations: Step-by-step guides on how to use actions and AI prompts to build intelligent agents.

Customization Techniques: Tips and tricks for tailoring agents to meet specific requirements.

Practical Applications: Examples of how personalized agents can enhance productivity and streamline workflows in various scenarios.

By the end of this session, you'll have a solid understanding of leveraging Microsoft Copilot Studio to create agents that can assist with a wide range of tasks, making your work more efficient and effective.

duration: 30 min + Q&A
level: 100
audience: IT professionals, IT and Business decision-makers
format: presentation with live demo (30 min + Q&A) or workshop with hands-on ( 45min - 2 hours)

Copilot Studio Kit - Test Automation for Custom Agentsende

Abstract: Discover how the Copilot Studio Kit revolutionizes test automation for custom agents. We will introduce you to the innovative features and capabilities of the Copilot Studio Kit and demonstrate how it optimizes the development and testing process for custom agents created in Copilot Studio.

Session Overview: In this session, participants will delve into the transformative capabilities of the Copilot Studio Kit, a cutting-edge tool designed to streamline and enhance the test automation process for custom agents. The session will cover:

Introduction to Copilot Studio Kit: An overview of the kit and its groundbreaking features.

Innovative Functions: Detailed insights into the unique functionalities that set the Copilot Studio Kit apart.

Optimization Techniques: Demonstrations on how the kit optimizes development and testing workflows for custom agents.

Practical Applications: Real-world examples showcasing the efficiency and effectiveness of the Copilot Studio Kit in various scenarios.

By the end of this session, you'll have a comprehensive understanding of how the Copilot Studio Kit can revolutionize your approach to test automation, making the development and deployment of custom agents more efficient and reliable.

duration: 30min + Q&A
level: 200
audience: IT professionals
format: presentation with live demos

AI Assistant Workshop: Build Your Agent in a Dayende

The "AI Assistant Workshop: Build Your "Agent in a Day" is an interactive training session designed to empower business users and developers to create AI-driven conversational assistants using Microsoft Power Platform's Copilot Studio. This hands-on workshop covers essential aspects of building and managing custom agents, integrating various data sources, and utilizing advanced generative AI features.

By the end of the workshop, participants will have a comprehensive understanding of how to effectively use Copilot Studio in their projects. They will be equipped with practical skills to create and manage conversational AI tools, connect them to diverse data sources, and leverage plugins and Power Automate for complex operations. This workshop provides a solid foundation for integrating AI-driven solutions into everyday business processes.

duration: 6 hours with lunch break
level: 100
audience: IT professionals, IT and Business decision-makers
format: hands-on workshop
participants need to bring their own (trial-) license for Copilot Studio and Power Automate.

Copilot Studio: Autonomous Agentsende

In this 30-minute presentation, participants will receive an overview of Copilot Studio and the creation of autonomous agents. The presentation begins with an introduction to the main features of Copilot Studio and explains the basics of autonomous agents. Microsoft defines autonomous agents as expert systems that act independently on behalf of a process or company.

Next, the technical integration of autonomous agents into Copilot Studio is explained in detail, accompanied by practical application examples. The presentation concludes with an open Q&A session, where participants can ask questions and provide feedback.

Benefits of Autonomous Agents especially in Customer Service:

24/7 Availability: Autonomous agents can provide round-the-clock support, ensuring customer queries are addressed promptly at any time.
Consistency: They deliver consistent responses, reducing the risk of human error and ensuring uniformity in customer interactions.
Efficiency: Autonomous agents can handle multiple queries simultaneously, significantly improving response times and overall efficiency.
Cost-Effective: By automating routine tasks, businesses can reduce operational costs and allocate human resources to more complex issues.
Scalability: They can easily scale to handle increased customer interactions during peak times without compromising service quality

Revolutionizing Customer Service with Autonomous Agents and Dynamics 365 Customer Serviceende

Join us for an insightful talk on how autonomous agents can transform how organizations handle incoming email inquiries when integrated with Dynamics 365 Customer Service and Dynamics 365 Contact Center.

Discover how leveraging advanced AI technologies can introduce self-service options, streamline ticket creation, and ensure seamless human escalation when necessary. This session will cover:

Self-Service Solutions: Learn how autonomous agents can empower customers to resolve their issues independently, reducing the load on human agents and improving response times.
Automated Ticket Creation: Explore how AI can automatically generate and categorize tickets from incoming emails, ensuring no customer query goes unnoticed.
Efficient Human Escalation: Understand the mechanisms for escalating complex issues to human agents, ensuring that customers receive the personalized attention they need when it matters most.
By the end of this talk, you will understand how combining autonomous agents with Dynamics 365 Customer Service can enhance customer satisfaction, optimize operational efficiency, and drive business success.

Building Agents with Copilot Studio (1hour workshop)en

In this session, you'll understand Microsoft Copilot Studio comprehensively, including its purpose and how it integrates within the broader ecosystem. We'll delve into the specifics of creating your agent, covering various aspects such as the different methods available for building agents, how to incorporate knowledge and actions, and ways to customize the chat interface. By the end of the session, you'll be well-equipped with the knowledge and skills needed to utilize Copilot Studio to develop robust and versatile agents effectively.

In detail:
Understanding agents and Copilot Studio's role
Various methods to create agents in Copilot Studio (using templates, conversational approaches, etc.)
Integrating knowledge into your agent
Incorporating actions into your agent
Implementing custom logic
Personalizing the chat interface
Publishing your agents
Extending functionalities

Key Takeaways for Participants:
By the conclusion of this session, attendees will grasp:
- The creation of agents within Copilot Studio
- Techniques for constructing agents that refer to your knowledge databases
- Ways to augment your agents with actions, logic, and chat personalization
- The extensibility features available in Copilot Studio

One-hour workshop with hands-on tasks. Participants need to bring a laptop. Licenses and developer environments will be provided to participants. The maximum number of participants per session is 20.