Yesterday I demonstrated creating a technical support assistant agent that makes getting help around technical support questions super easy. The demonstration resonated with a lot of my colleagues as many of the Healthcare and Life Sciences organizations we work with have similar setups and want to make self service help in this area easy for everyone and accessible by computer as well as phones.

In this example I show using Microsoft 365 Copilot Agent Builder to quickly create an Agent that reasons across a pre-existing Intranet IT help website as well as across a ServiceNow Knowledge Base.

Watch the video then check out the resources as well as the follow up article, written by Microsoft 365 Copilot, on using Agent Builder to create powerful experiences for your users.

Resources:

• Use the Copilot Studio Agent Builder to Build Agents | Microsoft Learn
• Use the Copilot Studio Agent Builder to Build Agents | Microsoft Learn
• Security and governance - Microsoft Copilot Studio | Microsoft Learn
• Microsoft 365 Copilot – Microsoft Adoption
• Microsoft Graph – Microsoft Adoption

Empowering Organizations with Microsoft 365 Copilot Agent Builder

Introduction to Microsoft 365 Copilot Agent Builder

Microsoft 365 Copilot Agent Builder is an innovative tool designed to simplify the creation of intelligent agents that assist with a variety of tasks within an organization. These agents can interact with users, providing quick and easy access to information and support. By leveraging the power of Microsoft 365 and Copilot Chat, organizations can streamline their workflows and improve the user experience.

Creating Agents with Microsoft 365 Copilot Agent Builder

The process of creating an agent with the Microsoft 365 Copilot Agent Builder is both quick and intuitive. The tool allows users to build agents that can reason across pre-existing data sources, such as intranet IT help websites and ServiceNow Knowledge Bases. This ensures that users receive accurate and relevant information tailored to their needs.

One key advantage of using Microsoft 365 Copilot Agent Builder is its ability to make support accessible across multiple platforms, including computers and phones. This flexibility is particularly valuable for organizations in sectors like Healthcare and Life Sciences, where timely and efficient support can make a significant difference.

Benefits and Examples of Agents Created with Microsoft 365 Copilot Agent Builder

Using Microsoft 365 Copilot Agent Builder to create agents offers several benefits for organizations:

• Enhanced User Experience: By providing users with quick access to information and support, organizations can improve overall satisfaction and productivity.
• Streamlined Workflows: Agents can handle repetitive tasks and queries, freeing up human resources to focus on more complex issues.
• Accessibility: The ability to interact with agents across various devices ensures that support is always within reach, regardless of location.
• Customization: Organizations can tailor agents to meet specific needs and requirements, ensuring that users receive the most relevant information and assistance.

Examples of Beneficial Agents

• IT Support Agent: This agent can help employees troubleshoot common technical issues, provide guidance on software usage, and offer step-by-step solutions to frequently encountered problems. It can access and reason across IT help websites and ServiceNow Knowledge Bases, ensuring accurate and up-to-date information.
• HR Assistant Agent: This agent can assist employees with HR-related inquiries, such as leave requests, benefits information, and company policies. It can provide quick answers and direct users to relevant resources, streamlining the HR support process.
• Training and Development Agent: This agent can guide employees through training programs, provide information on available courses, and track progress. It can also offer personalized recommendations based on the user's role and career goals.
• Customer Service Agent: This agent can handle customer inquiries, provide product information, and assist with order tracking and returns. It can be integrated with existing customer service platforms to ensure a seamless support experience.

Managing and Governing Agents in Microsoft 365 Copilot Agent Builder

Effective management and governance of agents created with Microsoft 365 Copilot Agent Builder are crucial to ensure their success and reliability. Here are some best practices:

• Regular Updates: Keep agents up to date with the latest information and resources to ensure they provide accurate and relevant support.
• Monitoring and Analytics: Use analytics tools to monitor agent performance and user interactions. This data can help identify areas for improvement and optimize the agent's effectiveness.
• Security and Compliance: Ensure that agents comply with organizational security policies and industry regulations. Implement appropriate access controls and data protection measures.
• User Feedback: Encourage users to provide feedback on their interactions with agents. This input can help refine and enhance the agent's functionality.

Conclusion

Microsoft 365 Copilot Agent Builder is a powerful tool that can transform the way organizations provide support and information to their users. By creating intelligent agents that can reason across multiple data sources, organizations can enhance user experience, streamline workflows, and ensure accessibility. With proper management and governance, these agents can become invaluable assets, driving efficiency and satisfaction within the organization.

Thanks for visiting – Michael Gannotti LinkedIn