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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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Dynamics 365 Customer Service with Power Virtual Agents - Part 1 (automation with text chat)

Dynamics 365 Customer Service with Power Virtual Agents - Part 1 (automation with text chat) This article is the first part of a Kickstarter of two pieces and part of my “Dynamics 365 automation with bots/voice bots 101” series; in this article a...

Holger Imbery
Written by Holger Imbery
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Power Virtual Agents - a low-code platform for conversational assistants

Power Virtual Agents - a low-code platform for conversational assistants Power Virtual Agents are part of Microsofts Power Platform and an ideal start for developing conversational (voice-)bots. It is not just another low-code bot platform with ...

Holger Imbery
Written by Holger Imbery
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Use CRM Data in your Power Virtual Agent Voice Bot

Use CRM data to make automated voice bot conversations more personal and relevant to your customer.

Holger Imbery
Written by Holger Imbery
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Give your Bots a voice

Give your Bots a voice Enabling your chatbot to use voice on a telephone line is straightforward, and there are several solutions in the market to do so. This guide will focus on a solution called Voice.Ai and Power Virtual Agents as a bot platf...

Holger Imbery
Written by Holger Imbery
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Extend Power Virtual Agent with Azure Cognitive Services

Extend Power Virtual Agent with Azure Cognitive Services Power Virtual Agent (PVA) is getting better and better from Release to Release, but there are situations where you want to use Azure Services to improve your user’s experience. Why not com...

Holger Imbery
Written by Holger Imbery
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Power Virtual Agents Application Lifecycle Management

Power Virtual Agents Application Lifecycle Management a Step-by-Step Kickstarter to building automated software development lifecycle workflows for Power Virtual Agent and the Power Platform This step-by-step guide will focus on best practices t...

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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