Modern IT support requires more than a single chatbot answering FAQs. To truly reduce ticket volume and improve resolution quality, organizations need coordinated AI agents that can reason, delegate, and act across systems.
In this full‑day, hands‑on workshop, you’ll learn how to design and build a multi‑agent IT support solution using Microsoft Copilot Studio, with deep integration into ServiceNow.
Instead of a monolithic bot, you’ll create a system of specialized agents - each responsible for a focused task, coordinated through generative orchestration.
Throughout the day, we’ll evolve a realistic IT helpdesk scenario step by step: from intent detection, through knowledge retrieval, to ticket creation with full conversational context. You’ll see how parent agents, child agents, and connected agents work together, how orchestration decisions are made, and how to avoid the common pitfalls that break multi‑agent systems at scale.