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Stories, Journeys, and Ideas for the crazy ones.

Join me on a journey where every post brings a fresh perspective. This blog is for those who are driven by curiosity and a desire to learn.

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Designing a Multi-Agent System in Copilot Studio for Dynamics 365 Customer Service & Sales

High-volume inbound channels — emails, chats, and calls — drain service and sales teams when most queries are routine. A multi-agent system in Microsoft Copilot Studio can autonomously handle product lookups, quote generation, troubleshooting, and recruiting guidance, escalating only the exceptions to human reps. This article shows you how to architect, deploy, and govern specialized agents that integrate with Dynamics 365 Customer Service and Sales, cutting response times and freeing your teams for high-value work.

Holger Imbery
Written by Holger Imbery

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dynamics365 customerservice voicebot
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Revolutionizing Customer Service The Power of Copilot Studio Voice Copilots in Dynamics 365

In today’s fast-paced business world, delivering outstanding customer service is essential. Companies need efficient and effective solutions to handle customer inquiries, streamline processes, and improve user experiences. This is where Copilot St...

Holger Imbery
Written by Holger Imbery
dynamics365 customerservice
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Enhancing Customer Connections The Power of Preferred Agent Routing in Dynamics 365 Customer Service

In the dynamic world of omnichannel contact centers, the concept of preferred agent routing stands out as a cornerstone for delivering exceptional customer service. This strategic approach fosters a sense of familiarity and personalization by conn...

Holger Imbery
Written by Holger Imbery
copilot
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Enhancing Whiteboard Capabilities with Copilot

Introducing Copilot in Whiteboard - an innovative tool that revolutionizes how you create and collaborate on ideas and projects. Copilot helps you generate new ideas, transform them into visually stunning concepts, organize thoughts into logical c...

Holger Imbery
Written by Holger Imbery
copilot
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Streamline Your Excel Work - Effective Data Management with Copilot

Copilot for Microsoft 365 in Excel is designed to enhance productivity by assisting with data analysis, comprehension, and visualization. Here are some of the ways it can help: Analyze and Visualize Data: Copilot can help you explore and ...

Holger Imbery
Written by Holger Imbery
copilot
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Improve Your PowerPoint Slides with Creativity Tools from Microsoft 365 Copilot

In the current landscape of digital solutions, Copilot for Microsoft 365 emerges as a pivotal tool within Microsoft 365. This article focuses on CoPilot for PowerPoint, which is designed to enhance the efficiency and quality of presentation creati...

Holger Imbery
Written by Holger Imbery
copilot
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Kickstart Your Experience with Copilot in Microsoft Teams Meetings

During a meeting Incorporate Copilot into Teams meetings to efficiently summarize crucial discussion points, track contributions and differing viewpoints, and propose actionable tasks, all dynamically as the meeting unfolds. Transcription is req...

Holger Imbery
Written by Holger Imbery

Hello, I’m Holger

Microsoft MVP & MCT | Low Code Hacker | Copilot, Copilot Studio, Power Platform & Azure Architect

I’m a Microsoft MVP, specializing in agentic AI, autonomous systems, and the Microsoft Power Platform—with a focus on Copilot Studio and Azure AI Services. This blog provides practical insights and real-world approaches to building secure, scalable, and responsible AI solutions. Your feedback is always welcome—let’s start the conversation.

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