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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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customerservice roadmap dynamics365 copilotstudio
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Future Improvements for CoPilot Studio Voicebots - A Roadmap Update

Voice bots, also known as voice-based virtual assistants, are revolutionizing customer service by offering a range of benefits that enhance the customer experience and operational efficiency. In the fast-paced world of customer service, voice bot...

Holger Imbery
Written by Holger Imbery
customerservice salesforce dynamics365 servicenow genesys copilotstudio
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How Human Handover in Chatbots Improves Customer Service

Chatbots are increasingly popular and effective for automating customer service and offering immediate responses to common inquiries. However, chatbots aren’t flawless and may struggle with complex or sensitive issues requiring human intervention....

Holger Imbery
Written by Holger Imbery
customerservice dynamics365 copilotstudio
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Add a Copilot Studio Bot to Dynamics 365 Customer Service for Improved Assistance

Omnichannel for Customer Service augments the functionality of Dynamics 365 Customer Service Enterprise by offering many features. These features empower organizations to establish immediate and interactive communication with their clientele via d...

Holger Imbery
Written by Holger Imbery
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Exploring the Potential of Retrieval-Augmented Generation using Azure Open AI Solutions and build your ownGPT

In the realm of artificial intelligence (AI), Retrieval-Augmented Generation (RAG) is a groundbreaking approach that enhances the output of large language models (LLMs). It achieves this by referencing a reliable external knowledge base, separate ...

Holger Imbery
Written by Holger Imbery
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Leveraging Dynamics 365 Customer Service for a Superior Digital Contact Center Experience

Introduction In the digital age, customer service has evolved beyond traditional call centers. Today, businesses leverage advanced technologies to create digital contact centers that provide seamless, omnichannel customer experiences. One such te...

Holger Imbery
Written by Holger Imbery
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Dynamics 365 Customer Service - Verify Users with a Single-Use Password in Text Chat

Motivation In the digital world, ensuring the security and integrity of user data is paramount. One of the key ways to achieve this is through user authentication in text and voice chats and the use of One-Time Passwords (OTPs). Let’s delve into ...

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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