Cookie Consent by Free Privacy Policy Generator

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.

Search for the blog

Featured

Featured

copilot dynamics365 automation agents multiagent sales customerservice
•

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

Latest

See all
archive
•

Generative Answers with Power Virtual Agents

Generative answers within Power Virtual Agents offer a convenient way for your bot to retrieve and display information from various sources, both internal and external. Unlike authored topics, generative answers do not require pre-determined subje...

Holger Imbery
Written by Holger Imbery
archive
•

Enhancing Customer Support with Power Virtual Agent Copilot

By harnessing the power of AI large language models, Power Virtual Agents revolutionizes chatbot development, enhancing their utility and significantly minimizing manual authoring and configuration requirements. You can: Create an instan...

Holger Imbery
Written by Holger Imbery
archive
•

Enhancing Customer Support with Dynamics 365 Copilot

Copilot for Dynamics 365 Customer Service is an AI-powered tool designed to enhance the agent experience. By providing real-time, AI-driven assistance, agents can swiftly resolve issues, effectively manage cases, and automate routine tasks. This e...

archive
•

Power Virtual Agent in a Day - a curated link list

Attending a “Power Virtual Agent in a Day” (PVAinaDay) workshop is highly recommended when beginning with Power Virtual Agents. After conducting numerous workshops alongside colleagues and utilizing our script to engage participants, we adopted Mi...

Holger Imbery
Written by Holger Imbery
archive
•

Dynamics 365 Customer Service: Effortlessly Detect Clients in Conversations

You can better assist customers by automatically identifying them and viewing their account and case details on the Active Conversation page. One way to achieve this is by setting up pre-conversation questions in the appropriate chat widgets. See ...

Holger Imbery
Written by Holger Imbery
archive
•

Dynamics 365 Customer Service: Assessing Customer Experience with Surveys

Motivation A pre-survey and a post-survey in a customer service scenario can provide valuable information about the customer’s expectations before and after interacting with the service provider. The pre-survey can help identify any potential iss...

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.

Meet me