Workshop Overview:
This full-day hands-on workshop is carefully structured to guide participants through the exciting journey of designing, developing, and deploying an AI-powered helpdesk agent using Copilot Studio. With a mix of guided instruction, hands-on practice, and real-world demonstrations, attendees will leave with practical knowledge and an AI solution ready to implement.

Workshop Topics:

1. Introduction: The Future of Customer Support with AI
- Understanding the role of AI in customer support and its transformative potential.
- Benefits of AI-driven helpdesk agents in enhancing efficiency and customer experience.

2. Getting Started with Copilot Studio
- Exploring the key features and capabilities of Copilot Studio.
- Navigating the platform and understanding its integration potential with existing systems.

3. Planning and Designing Your Helpdesk Agent
- Identifying key challenges in customer support workflows.
- Structuring AI solutions tailored to organizational needs and aligning with customer expectations.

4. Building Your AI Helpdesk Agent
- Step-by-step instructions for creating a basic helpdesk agent.
- Training the AI with FAQs, knowledge bases, and customer support scenarios.

5. Advanced AI Customization
- Integrating agent actions with Power Automate/Logic Apps to trigger Azure Function or Graph API.
- Creating a consistent tone and language aligned with organizational branding.
- Integrating

6. Interactive Demo: Real-World IT Support Scenarios
- Identity Management: Automating user account creation, password resets, and access management.
- Microsoft 365 Management: Handling license allocation, mailbox creation, and troubleshooting common issues.
- Troubleshooting support tickets with Azure Functions and Power Automate/Logic Apps:
- Demonstrating how to trigger Azure Functions using Power Automate or Logic Apps to resolve complex IT support tickets.
- Examples include running PowerShell scripts for directory cleanups or automated notifications for account issues.
- Attendees will follow along with a detailed step-by-step guide provided during the session.

7. Testing Your Helpdesk Agent
- Simulating customer queries to evaluate the agent’s responses.
- Gathering feedback for iterative improvements.

8. Deploying Your AI Agent Across Channels
- Best practices for deploying the AI agent across email, chat, and other support channels.
- Ensuring seamless integration with CRM and ticketing systems.

9. Security best practices, Performance Monitoring and Optimization
- Security best practices to protect sensitive informations
- Leveraging analytics to measure your AI agent's impact on customer support.
- Continuous improvement strategies to maintain performance and relevance.

10. Future Trends in AI Customer Support
- Exploring innovations in AI and their implications for support services.
- Roadmap for scaling and evolving your AI helpdesk agent.

Key Takeaways for Attendees:
- A fully functional AI-powered helpdesk agent ready for deployment.
- Practical knowledge of integrating advanced tools like Azure Functions and Power Automate.
- A detailed “how-to” guide for replicating real-world IT scenarios in their environments.
- Insights into AI trends and opportunities for future growth.
- Real-World scenario based hand-on lab and Quiz will help retain the knowledge and encourse attendees to apply to thier organization requirement.

This workshop promises to equip attendees with the tools, knowledge, and confidence to revolutionize their organization's customer support. Join us to unlock the future of service excellence!