Microsoft rolls out virtual employee AI agents for enterprises

Microsoft is launching Copilot Studio, a tool that allows companies to create custom AI assistants to automate a wide range of tasks. The tool will enter a public preview in November, following a closed beta that started earlier this year. With Copilot Studio, businesses can build AI-driven agents to streamline internal operations and improve customer interactions.

Copilot Studio features and applications

Copilot Studio offers companies the ability to create AI “agents” that serve as virtual employees, handling routine administrative tasks typically performed by people. The agents can be used for several functions, such as answering customer queries, managing IT support tickets, and automating responses to emails.

Microsoft’s complicated Copilots explained in detail

These assistants are highly customizable and can integrate with company data to provide accurate and contextually aware responses.

For example, companies could create a chatbot to respond to customer inquiries using information pulled from their website or internal databases. Alternatively, they might build an agent to handle IT support by understanding natural language queries and resolving issues based on prior cases. Another potential use case is automating onboarding for new hires, where an agent could assist with HR-related tasks, schedule meetings, and offer personalized training.

The system is designed for ease of use, with a low-code environment that allows companies to build custom assistants through a graphical user interface. This means that businesses can develop powerful AI tools without needing extensive programming skills. Microsoft also offers a set of pre-built agents that clients can customize to fit their specific needs.

Addressing concerns about automation

Many are concerned that tools like this could lead to job displacement, especially as these virtual assistants take on tasks traditionally done by employees. Microsoft, however, emphasizes that these agents are designed to handle repetitive, mundane work, freeing up human workers to focus on more strategic and creative responsibilities.

By automating routine functions, the goal is to enhance productivity without replacing the need for human judgment and decision-making. Microsoft sees these tools as a way to complement human workers rather than replace them.

Several companies have already started testing Copilot agents in their operations, with promising results. Thomson Reuters used an AI assistant to reduce the time needed for legal due diligence, while McKinsey & Company implemented an agent to cut client onboarding lead times by 90%. The UK’s leading pet care company, Pets at Home, reported that a profit protection AI built through Copilot Studio could save the business millions by automatically assembling cases for human review.

Other early adopters include the law firm Clifford Chance, which has integrated Copilot agents into its workflows to improve efficiency in document handling and administrative processes. These examples demonstrate the potential of AI agents to drive significant cost savings and operational improvements across industries.

Dynamics 365 and pre-built agents

Microsoft is also integrating Copilot agents into its Dynamics 365 service, with ten new AI agents designed to automate various business functions. These include a sales qualification agent that can handle customer outreach and manage opportunities, and a supplier communications agent that optimizes supply chains and resolves related issues. These pre-built agents are intended to offer clients a foundation that they can further customize to suit their unique needs.

Despite these early successes, some skepticism remains. Salesforce CEO Marc Benioff recently expressed doubts about Microsoft’s Copilot, suggesting that it has not lived up to expectations in terms of accuracy and responsiveness.

Microsoft rebranding Copilot as ‘agents’? That’s panic mode. Let’s be real—Copilot’s a flop because Microsoft lacks the data, metadata, and enterprise security models to create real corporate intelligence. That is why Copilot is inaccurate, spills corporate data, and forces… pic.twitter.com/eZpVwgoSH9

— Marc Benioff (@Benioff) October 21, 2024

Featured image credit: Microsoft