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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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copilot
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Revolutionizing Teamwork - Unleashing the Power of Copilot Pages for Seamless Document Collaboration with Links for IT-Admins

In recent weeks, we’ve gained the ability to collaborate in groups and teams on documents using Copilot. This new feature, Copilot Pages, has quickly become one of the most potent collaborative tools introduced. It allows multiple users to work to...

Holger Imbery
Written by Holger Imbery
copilot copilotstudio declarativeagents teamstoolkit
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Enhance Your Copilot for Microsoft 365 Experience - When Plain Copilot Isn't Enough

In today’s fast-paced digital world, the need for efficient and reliable tools has never been greater. Extending Copilot for Microsoft 365 and leveraging declarative agents are at the forefront of this evolution, offering users unparalleled produc...

Holger Imbery
Written by Holger Imbery
copilotstudio customerservice dynamics365
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Easy Steps to Create Multilingual IVRs with Copilot Studio in Dynamics 365 Customer Service or ContactCenter

For effective multilingual customer service, it is essential to have voice Copilot custom agents that can operate in multiple languages, particularly when you want to offer customers the option to choose their preferred language on the phone. Alth...

Holger Imbery
Written by Holger Imbery
azureaistudio
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Azure AI Studio - a curated list

Azure AI Studio emerges as a beacon of innovation in the rapidly evolving landscape of artificial intelligence (AI). Offering a suite of tools that significantly simplify the process of developing AI applications, this article delves into the myri...

Holger Imbery
Written by Holger Imbery
archive
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Copilot Studio - a curated link list

Please find an updated version of this document here. Copilot Studio is a dynamic platform that enhances the creative process and is a robust tool for developing custom copilots. It uniquely enables the extension of existing copilots, such as Cop...

Holger Imbery
Written by Holger Imbery
azureaistudio
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Step-by-Step Guide to Launching an Enterprise Chat Application with Azure AI Studio

After thoroughly examining the insights from my comprehensive article on the ‘build versus buy’ dilemma, you’ve reached a strategic decision to embark on constructing a bespoke chatbot. This decision is rooted in the desire to harness the capabili...

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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