infotechAgent design
Define the agent’s purpose, audience and supported tasks. Give users a clear understanding of how the experience can help them.
Microsoft Copilot Studio
AI agents with a business purpose.
Create agents that help people find answers and take the next step in a workflow.
Built forBusiness owners, service teams and AI delivery leaders
The focusAgents grounded in useful knowledge and workflows
Our delivery approach The business perspective
Technology witha clear purpose.
An effective agent needs a focused purpose, trustworthy knowledge and clear boundaries. Begin with a specific service or employee need and build from there.
An effective agent has a clear job. It knows which information to use, which actions it can take and when a person should become involved. Copilot Studio supports building and managing agents connected to organisational knowledge and systems. We help turn a broad AI idea into a defined experience that can be tested with real users. The work includes the knowledge behind the answer and the operational process that follows it.
Explore the possibilities
Built for the workthat matters.
A closer look at the capabilities and decisions that shape a useful solution.
Knowledge grounding
Connect appropriate knowledge sources and review their quality. Establish ownership so the information remains relevant as the business changes.
Tools and actions
Connect supported workflows and systems to agent tasks. Define the inputs, permissions and approval points required before an action takes place.
Channels and experiences
Publish to appropriate user channels. Design the interaction for the context in which people will ask questions or request work.
Evaluation
Test representative questions, ambiguous requests and failure situations. Assess answer usefulness and task completion against agreed criteria.
Management and improvement
Review usage, feedback and operational performance. Maintain knowledge, access and release responsibilities as the agent develops.
From capability to everyday value
See itin practice.
Explore possible starting points for your organisation. Each scenario connects a business need with work to consider and measures to review.
Employee assistance · Illustrative scenario
Help people find the answer and the next step.
Employees ask repeated questions about internal processes. Select maintained knowledge and define the questions the agent should handle. Where a request needs action, connect it to a clear workflow or a responsible team rather than ending with a generic answer.
What to measureAnswer usefulness and successful handoversAgree a baseline and targets with your business owners.
Customer support · Illustrative scenario
Connect self-service with human service.
Customers need help with common questions but also encounter exceptions. Design an agent around a bounded service scope, then define when and how the conversation passes to a person. Include the information the representative needs to continue without repetition.
What to measureTask completion and handover qualityAgree a baseline and targets with your business owners.
Operational work · Illustrative scenario
Turn a request into a controlled action.
A user wants to check a record or initiate a business task. Define the tool, required data and approval boundary. Test incomplete requests and unavailable systems as carefully as the successful path so the agent’s behaviour remains understandable.
What to measureSuccessful actions and exception handlingAgree a baseline and targets with your business owners.
The Defacto approach
Clarity at every step.Ownership beyond launch.
We assess use cases, prepare knowledge sources and design agent behavior. Evaluation and staged adoption help teams understand performance and improve responsibly.
Explore our approach- 01
Choose a bounded use case
Identify users, knowledge and a measurable task. Agree what the agent can answer, what it can do and what remains with a person.
- 02
Build and evaluate
Connect the necessary sources and tools. Test with a representative question set and refine the experience based on observed failures and user feedback.
- 03
Prepare ongoing ownership
Assign responsibility for knowledge, evaluation and releases. Monitor the live experience and maintain a clear support route for users and operators.
A useful first conversation
Bring the context.
We’ll help shape the next step.
A few examples of your current work will make the discussion more specific.
- A specific audience and task to improve
- Knowledge sources and content owners
- Actions, permissions and approval requirements
- Evaluation examples and operational ownership
Experience you can explore
See the workbehind the words.
Customer experienceLeading Utilities Provider
Service that is ready when customers need it.
A major utilities provider modernised customer service with AI-driven query resolution and 24/7 accessibility through Microsoft Copilot Studio.
Explore the customer storyMake an informed decision
Your questions.Considered answers.
The right scope starts with a clear understanding of your business, the platform and the work ahead.
Is Copilot Studio the same as Microsoft 365 Copilot?
They are related parts of Microsoft’s AI ecosystem with different roles. Copilot Studio is used to build and manage agents and workflows. We review your intended experience and existing licences to determine which products and entitlements are relevant.
Can an agent use our business information?
Yes, through supported knowledge and integration approaches. The design must account for access, source quality and the context needed to answer usefully. Connecting a source does not remove the need to evaluate how the agent uses it.
How do we know an agent is ready to launch?
Agree an evaluation set covering normal requests, ambiguity, missing information and exceptions. Review answer quality, task completion and handovers with the business owner. A controlled first release should have clear ownership and a process for acting on feedback.
Explore Microsoft guidance
Keep exploring
Connect yournext decision.
Your next chapter starts here
What’s your next?
A challenge to solve. An idea to explore. Let’s talk.