With customers demanding more personalized and efficient customer service experiences, organizations are turning to agents. Agents help provide customers with a self-service support solution that can be used through natural language simulating a human conversation. Agents can resolve simple or common issues, allowing human agents to focus on more complex problems that require more time. Agents can integrate information from other systems into the conversation to offer a personalized experience to customers, including the ability to schedule meetings, assign cases, or send emails. With Microsoft Copilot Studio, organizations can create powerful agents through a guided, no-code graphical interface. Organizations can leverage the power of agents to eliminate the gap between business experts and development teams. Agents can also remove the complexity of exposing teams to the subtleties of conversational AI and the need to write complex code.

This module reviewed how to:

• Get started with Microsoft Copilot Studio, create and deploy agents, and make them available across multiple channels, including:
  • Introduce agents, explain where they are used, and provide an overview of how Microsoft Copilot Studio can be used to create agents.
• Examine how to work with agents and create them in different environments to tailor agent content based on factors such as teams, regions, or others.
• Explore how generative AI can be used in an agent and what types of data sources can be leveraged.
• Review the process of creating an agent and how to work with the Microsoft Copilot Studio user interface.
• Explain what topics are, the different types available, and how they are used within an agent.
• Examine the tools available to help you test your agent.
• Review the process of publishing an agent so that it is available across multiple channels and describe the analytics available once the agent is published.

Your next step will be to dive deeper into designing effective conversational journeys to provide users with a better overall experience. This additional learning will include:

• A deeper understanding of the available conversation nodes.
• Examining how entities and variables can be used to capture and store relevant data.
• And reviewing the tools available for managing topics.

You can also use Customer Service Insights to analyze support topics across your entire support operation and understand which ones to automate through Microsoft Copilot Studio.