As a Functional Lead at Hypertec Group specializing in Dynamics 365, Power Platform, and Microsoft 365 Copilot, I'll share how the City of Montréal revolutionized citizen engagement with a Copilot Studio virtual agent.

This generative AI solution processes natural language queries across 40,000+ web pages and APIs, delivering personalized text responses for services, events, regulations, and real-time schedules like waste collection, achieving 90% efficiency gains and 4+/5 satisfaction ratings.

Drawing from my hands-on experience building AI-powered automations and governance frameworks, I'll show how this public-sector success translates to enterprise digital transformation.

You'll learn practical strategies to enable compliant conversational AI agents that make Microsoft tools accessible and impactful for diverse teams while streamlining business processes.