Agent Discovery
Identify and prioritise opportunities where AI Agents could solve real business problems.
AI That Can Do More Than Answer
Move From AI Assistance To AI Action
AI can already help people find information, create content and work more productively. But many organisational challenges require more than an answer.
Employees spend time searching across systems. Service teams handle repetitive enquiries. Managers chase information and updates. Teams complete administrative tasks that add little value. Customers and citizens expect faster responses.
AI Agents create another possibility.
Instead of simply answering a question, an Agent can understand what someone is trying to achieve, find the relevant information, use approved systems and workflows, and help complete the task.
The opportunity isn’t to add another chatbot. It’s to rethink how work gets done.
Copilot Studio enables organisations to create AI Agents that can understand requests, use trusted knowledge, connect to business systems and take action.
CPS helps organisations turn real business problems into practical, secure and scalable AI Agents.
The Problems Copilot Studio Can Help Solve
Start With The Problem, not The Technology
The best Agent opportunities usually begin with a business problem.
- Too Much Repetitive Administration: People spend valuable time completing routine tasks, updating records and moving information between systems. An Agent can help automate defined activities and reduce administrative effort.
- Information Is Hard To Find: Employees need to search across SharePoint, documents, systems and other sources to find the information they need. An Agent can provide a conversational way to access trusted organisational knowledge.
- Demand Is Growing Faster Than Capacity: Customer, citizen or employee requests continue to increase while resources remain constrained. Agents can help handle routine enquiries and scale access to information.
- Inconsistent Answers And Processes: Different people or teams may respond to the same question in different ways. Agents can help apply consistent knowledge, guidance and processes.
- Disconnected Systems: People have to move between applications to complete relatively simple tasks. Agents can connect to approved systems, tools and workflows to bring parts of the process together.
- Specialist Knowledge Is Difficult To Scale: Organisations rely on a relatively small number of people with specialist knowledge. Agents can help make that knowledge more accessible across the organisation.
What Is Microsoft Copilot Studio?
A Platform For Building Business AI Agents
Microsoft Copilot Studio is a low-code platform for creating and managing AI Agents and workflows.
It enables organisations to build Agents that can:
- Understand natural-language requests
- Access organisational knowledge
- Retrieve information
- Guide people through processes
- Connect to business systems
- Trigger workflows
- Complete defined tasks
- Support customer and employee interactions
- Escalate to people when human judgement is needed
Copilot Studio brings together AI, knowledge, automation, integration and governance to create Agents that can do more than simply have a conversation.
In simple terms:
Copilot Studio gives you the tools to build AI that can understand, reason and act within defined business boundaries.
From Question To Action
The Agentic Difference
A traditional chatbot might follow:
Question → Predefined Answer
An AI Agent can potentially support:
Understand → Find → Reason → Act → Confirm
- Understand: Interpret what the user is actually trying to achieve.
- Find: Retrieve the relevant information and context.
- Reason: Determine the appropriate response or next step.
- Act: Use an approved tool, system or workflow where appropriate.
- Confirm: Provide the outcome, or hand the situation to a person when required.
This is where AI moves from conversation into the flow of work.
What Could An Agent Do?
The Art Of The Possible
You don’t have to start with a technology idea. Start with something that is frustrating, repetitive, slow or difficult today.
- “What’s our policy on this?” – An Employee Agent finds the relevant policy and provides an answer.
- “What’s happening with my request?” – A Customer Service Agent retrieves the relevant information and provides an update.
- “Which projects need my attention?” – A Project Agent brings together relevant information and highlights risks or actions.
- “I need to make a request.” – An Agent guides the user through the process and triggers the appropriate workflow.
- “Can you find the information we need?” – A Knowledge Agent searches approved organisational sources and brings the relevant information together.
- “This needs a decision.” – The Agent gathers the information and escalates to the right person.
The possibilities start with your problems.
Common Copilot Studio Use Cases
AI Designed Around The Work People Actually Do
- Customer Service: Support enquiries, retrieve knowledge, provide case context and assist with resolution.
- Employee & HR: Answer policies, guide employees through processes and support self-service.
- Sales: Bring together customer information, support opportunity activity and reduce administration.
- Projects & PMO: Support reporting, actions, risks and project information.
- Knowledge Management: Make policies, procedures and organisational knowledge easier to find and use.
- FOI & Information Requests: Support information gathering, classification and defined administrative activities.
- Operations: Handle requests, route activity and automate defined operational processes.
- Contact Centre: Support agents with customer context, knowledge and next-best actions.
- Management Information: Help managers access information, summaries and insights.
The Outcomes
What Can Copilot Studio Help You Achieve?
The value of an Agent isn’t measured by how sophisticated the technology is. It’s measured by the difference it makes to people, processes and the organisation.
- More Productive Teams: Reduce repetitive administration, information searching and routine tasks, giving people more time to focus on work that requires their expertise and judgement.
- Faster Response & Resolution: Give employees, customers and citizens quicker access to information and support, helping enquiries and processes move forward faster.
- Better Access To Knowledge: Make trusted organisational information easier to find and use, reducing the time people spend searching across documents, systems and teams.
- Improved Customer & Employee Experiences: Provide more responsive, consistent and personalised experiences across everyday interactions and services.
- Greater Organisational Capacity: Use Agents to handle defined workloads and routine demand, helping teams do more without simply adding more resource.
- More Consistent Processes: Apply approved knowledge, guidance and processes consistently, while still allowing people to intervene when judgement or expertise is required.
- Connected Ways Of Working: Bring together information, systems, workflows and people so that work can move more seamlessly across organisational boundaries.
- A Foundation For Agent-First Transformation: Move beyond individual AI use cases towards an organisation where people and Agents work together to transform how work gets done.
Give Your Agent The Right Knowledge
AI Is Only As Useful As The Information Behind It
A powerful Agent still needs the right context.
Copilot Studio can connect Agents to relevant organisational knowledge and supported information sources.
That could include:
- Policies
- Procedures
- Knowledge articles
- SharePoint content
- Project documentation
- Customer information
- Product information
- Internal guidance
- Organisational information
The goal isn’t to give an Agent access to everything.
It’s to give it access to the right information.
CPS helps organisations think carefully about what an Agent should know, where that information comes from and how it should be maintained.
Connect AI To Your Business
Move From Information To Action
An Agent becomes significantly more useful when it can interact with the systems and processes that people already use.
Copilot Studio can work with tools, connectors, APIs and workflows to enable defined actions.
Depending on the use case, an Agent could:
- Retrieve information
- Create or update a record
- Start a workflow
- Trigger a process
- Send information to another system
- Guide a user through a task
- Request human approval
- Return the outcome
This is where AI can start changing the process, not just the conversation.
AI + Automation + People
The Best Solutions Don’t Remove People. They Give Them More Capacity.
Not every task should be autonomous.
The strongest Agent experiences combine three capabilities.
AI: Understands the request and determines what needs to happen.
Automation: Carries out defined, repeatable activities consistently.
People: Provide judgement, approval and expertise where it matters.
The result is not “AI instead of people”.
It’s people spending less time on work that AI and automation can support.
Copilot Studio And Microsoft
Connect AI To The Technology You Already Have
Copilot Studio sits within the wider Microsoft ecosystem.
- Microsoft 365: Bring Agents into the tools people already use.
- Dynamics 365: Connect Agents to sales, service, marketing and business processes.
- Power Platform: Combine Agents with applications, automation and analytics.
- Dataverse: Connect Agents to business data and application processes.
- Microsoft Fabric: Bring together data and intelligence where appropriate.
- Microsoft Entra: Support identity and access management.
- Microsoft Purview: Support information protection and governance.
- Microsoft Security: Build AI adoption on an enterprise security foundation.
The opportunity isn’t to build an Agent in isolation. It’s to connect AI to the organisation.
How CPS Helps
From Business Problem To Production Agent
Copilot Studio makes building Agents more accessible. But the technology is only part of the challenge.
CPS helps organisations identify where Agents can create real value, how they should be designed, and what is needed to make them successful in the real world.
- Discover: Identify problems where an Agent could create meaningful value. We look at the process, users, demand, data and desired outcome.
- Assess: Determine whether an Agent is the right solution. We consider feasibility, complexity, integration, risk and potential value.
- Design: Define what the Agent should know, do and not do. We consider the user experience, knowledge, actions, human handoffs and governance.
- Build: Create the Agent using Copilot Studio and the wider Microsoft ecosystem.
- Test: Evaluate accuracy, relevance, knowledge, actions, escalation and user experience.
- Deploy: Move from prototype to controlled production deployment.
- Adopt: Help people understand how and when to use the new capability.
- Operate & Improve: Monitor performance, usage and value and continuously improve the Agent.
Our Copilot Studio Services
The Support You Need At Every Stage
Agent in a Day
Take a real challenge and rapidly explore, design and prototype an Agent.
Explore Agent in a Day →
Copilot Studio Development
Design and build secure, scalable Agents using Copilot Studio.
Integration & Automation
Connect Agents to Microsoft 365, Dynamics 365, Power Platform and other business systems.
Agent Governance
Define the security, permissions, ownership, data and controls required for responsible deployment.
Testing & Assurance
Evaluate Agent behaviour, quality and performance before and after deployment.
Adoption & Enablement
Help employees understand how to use Agents effectively and incorporate them into everyday work.
Agent Factory
Create a repeatable approach for building and scaling multiple Agents.
Explore Agent Factory →
AgentOps
Monitor, optimise and govern Agents once they’re live.
Explore CPS AgentOps →
Governance By Design
Make Agents Scalable, Not Uncontrolled
The ability to create an Agent quickly is valuable. But enterprise AI needs appropriate controls. CPS helps organisations consider:
- Identity: Who is using the Agent?
- Data: What information can it access?
- Permissions: What can it do?
- Integrations: Which systems can it interact with?
- Guardrails: What should it never do?
- Human Oversight: When should a person take over?
- Monitoring: How will performance and usage be assessed?
- Ownership: Who is responsible for the Agent?
- Lifecycle: When should it be reviewed, improved or retired?
Governance isn’t something to add at the end. It’s part of building the Agent correctly in the first place.
Test Before You Scale
A Working Agent Isn’t Necessarily A Good Agent
AI behaves differently from traditional software.
An Agent needs to be tested against the situations it will encounter in the real world.
CPS can help evaluate:
- Accuracy
- Relevance
- Response quality
- Knowledge retrieval
- Tool selection
- Process completion
- Escalation
- Permissions
- Edge cases
- Failure scenarios
- User experience
Build → Test → Learn → Improve → Scale
Why CPS?
We Start With The Problem, Not The Product
Copilot Studio is powerful technology. But choosing the technology is only the beginning.
- Business First: We start with the outcome you’re trying to achieve.
- Agent Expertise: We understand how Agents can be applied to real business processes.
- Microsoft Expertise: We connect Copilot Studio to the wider Microsoft ecosystem.
- Governance By Design: Security, data, permissions and human oversight are considered from the start.
- Outcome Led: We measure success by the problem solved, not the sophistication of the Agent.
- From Pilot To Scale: We can support the complete journey from your first Agent through to Agent Factory and AgentOps.
Bring Us Your Problem
You don’t need to know what Agent you need. You don’t need to know which connector to use.
You don’t even need to know whether Copilot Studio is the right answer.
Bring us the problem.
We’ll help you explore what AI could do, where an Agent could add value and what it would take to make it work.
Book An AI Strategy Workshop
Your Next Stage: Agent Factory
Your first successful Agent proves what’s possible.
The next challenge is scaling that success.
CPS Agent Factory helps create the repeatable approach needed to identify, build, govern and scale Agents across your organisation.
Explore CPS Agent Factory → LINK
Frequently Asked Questions
What is Microsoft Copilot Studio?
How is Copilot Studio different from Microsoft 365 Copilot?
Is Copilot Studio just a chatbot platform?
Do we need developers?
Can Copilot Studio connect to our existing systems?
Can an Agent actually take action?
Is Copilot Studio secure?
How do we know what Agent to build first?
How quickly can an Agent be built?
What happens after the Agent is deployed?