Tag: artificial-intelligence

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What’s New in Copilot Studio: May 2025 – The Era of Autonomous Agents

Goloknath

What’s New in Copilot Studio: May 2025 – The Era of Autonomous Agents

The theme of this update was the transition from “Copilots” (assistants that wait for prompts) to “Agents” (autonomous entities that can be triggered by business events to work in the background).

Real-time User Journey: Event-Driven Autonomy

The core feature introduced in May 2025 was the ability for agents to act without a user starting a chat.

User Journey Example: Automated Onboarding

  1. Trigger: A new record is created in a HR system (e.g., Workday) indicating a new hire has signed their offer letter.
  2. Autonomous Analysis: The agent is “woken up” by this event. It automatically reviews the new hire’s role and department.
  3. Cross-App Orchestration: Without human intervention, the agent:
    • Requests a laptop via the IT ticketing system (ServiceNow).
    • Sends a welcome email with a customized first-week agenda to the new hire via Outlook.
    • Pins a “New Joiner” announcement in the specific department’s Microsoft Teams channel.
  4. Human Summary: Once finished, the agent sends a notification to the HR Manager saying, “I’ve completed the onboarding setup for [Employee Name]. Here is the summary of actions taken.”

Step-by-Step: How to Enable “Agentic” Triggers

This feature allows you to move beyond the “Ask a question” model.

  • Step 1: Open Agent Studio: Navigate to your agent in Microsoft Copilot Studio.
  • Step 2: Add a Trigger: Go to the Triggers tab (previously just “Topics”). Select “Add a Trigger based on an external event.”
  • Step 3: Connect Data Source: Select a connector (e.g., Dataverse, SharePoint, or an External API). Choose the event type, such as “When a row is added” or “When a file is uploaded.”
  • Step 4: Define Instructions: Instead of a dialogue tree, provide the agent with Instructions on what to do when this event occurs. Use natural language to describe the logic.
  • Step 5: Configure Actions: Add the “Tools” the agent is allowed to use to fulfill the instructions (e.g., send an email, update a CRM record).
  • Step 6: Turn on Autonomy: Toggle the “Run Autonomously” switch and publish the agent.

Infographic: The New Agent Architecture

The May 2025 update fundamentally changed the “brain” of Copilot Studio agents:

ComponentOld Way (Bot)New Way (Agent)
TriggerUser must type a message.External events (Data/Time/System changes).
LogicManual “If/Else” branches.Generative AI Orchestrator (Reasoning).
MemorySession-based (Forgot quickly).Persistent Memory (Remembers across runs).
ToolsFixed API calls.Dynamic Selection of tools based on the goal.

References

What’s new in Copilot Studio: May 2025 
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Empowering Professional Developers: Microsoft Named a Leader in The Forrester Wave™: Low-Code Platforms for Professional Developers, Q2 2025

Goloknath

Empowering Professional Developers: Microsoft Named a Leader in The Forrester Wave™: Low-Code Platforms for Professional Developers, Q2 2025 The report highlights Microsoft’s leadership in both “Strategy” and “Current Offering,” specifically noting how the platform has evolved into an “Application Generation” (AppGen) platform that balances AI-driven innovation with enterprise-grade governance.

Real-time User Journey: Rapid Prototyping to Enterprise Deployment

For a professional developer, the platform facilitates a high-speed “Fusion Team” journey:

  1. AI-Assisted Scaffolding (AppGen): A developer uses a natural language prompt (e.g., “Build a multi-stage approval app for global supply chain disruptions with real-time Dataverse integration”) to generate the initial app structure, data schema, and logic.
  2. Custom Code Extensibility: The developer shifts to Visual Studio Code or Azure DevOps to add custom React-based components or specialized TypeScript logic for complex business rules.
  3. Collaborative Refinement: Using Copilot in Power Apps, the developer refines UI elements and creates “Generative Pages” that allow end-users to explore data through chat interfaces rather than static grids.
  4. Governance & Compliance: The Managed Environments feature automatically applies Data Loss Prevention (DLP) policies and security guardrails, ensuring the app is compliant before it is published to 56 million+ potential monthly users.

Step-by-Step: How to Enable Professional Developer Features

To leverage the “Leader” capabilities recognized by Forrester, follow these steps:

  • Step 1: Enable Developer Environment: Sign up for the Power Apps Developer Plan to get a free environment for building and testing with premium connectors.
  • Step 2: Install Power Platform Tools for VS Code: Download the extension in Visual Studio Code to manage environments, packages, and custom code components (PCF) directly from your IDE.
  • Step 3: Enable Copilot & AppGen: In the Power Platform Admin Center, ensure that “Copilot for makers” is toggled to On for your environment to use natural language app generation.
  • Step 4: Configure GitHub Integration: Set up the Power Platform GitHub Actions to automate your Application Lifecycle Management (ALM) — this allows you to move apps from development to production with full version control and audit trails.
  • Step 5: Deploy the CoE Starter Kit: Install the Center of Excellence (CoE) Starter Kit to implement the governance and monitoring “Strategy” that Forrester rated so highly.

Infographic: Why Professionals Choose Power Platform

The Forrester Wave report identified key areas where Microsoft outperforms the competition:

FeatureValue for Pro DevelopersStrategic Outcome
AppGen CapabilityScaffolds complex apps from prompts.50% reduction in total dev time.
Fusion Team SupportShared workspace for devs & business users.Eliminates “Shadow IT” and silos.
Ecosystem DepthNative Azure, GitHub, & M365 integration.High interoperability without custom glue-code.
Governance ScalabilityCentrally managed security & DLP.Safe deployment across 97% of Fortune 500.
Advanced DataverseHigh-scale, relational data platform.Supports mission-critical, high-volume apps.

Reference

Microsoft is leader in 2025 Forrester Wave™ for low-code platforms ranked top in strength of strategy and offering
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What’s New in Copilot Studio: April 2025 – Advancing Multi-Agent Orchestration and Connected Experiences

Goloknath

The April 2025 update focused on the release of the Multi-Agent Orchestration engine and the introduction of Agent-to-Agent (A2A) connectivity, allowing agents to work together as a unified system.

Real-time User Journey: Collaborative Multi-Agent Resolution

The core journey introduced this month involves “handoffs” between specialized agents to solve a complex user request:

  1. Request: A user asks a general “HR Agent” in Teams, “I’m traveling to London for a client meeting next week; can you handle my travel booking and ensure it complies with our latest policy?”
  2. Orchestration: The HR Agent realizes it doesn’t have booking permissions. Using the new Orchestration Engine, it identifies a specialized “Travel Booking Agent” and a “Policy Compliance Agent.”
  3. Collaborative Execution: * The Policy Agent retrieves the travel policy from SharePoint and provides the budget limits to the Travel Agent.
    • The Travel Agent searches for flights and hotels that fit those limits.
  4. Verification: The agents pass data back and forth to confirm the hotel choice is within the allowed budget.
  5. Completion: The primary HR Agent returns to the user with a single message: “I’ve found a flight and hotel that comply with our policy. Would you like me to book them?”

Step-by-Step: How to Enable Multi-Agent Connectivity

To allow your agents to communicate with one another using the new protocol:

  • Step 1: Open Copilot Studio: Navigate to your primary agent.
  • Step 2: Enable Orchestration: Go to Settings > Generative AI and toggle the orchestration mode to “Generative (Preview)” or “Multi-agent.”
  • Step 3: Register Sub-Agents: Go to the Actions or Tools tab and select “Add an Agent.” You can now select other agents published within your environment.
  • Step 4: Define Descriptions: Ensure each sub-agent has a highly detailed Instructional Description. The orchestrator uses these to “know” which agent is the expert in travel, finance, or technical support.
  • Step 5: Configure Permissions: Set up Delegated Authentication so the sub-agents can act on behalf of the user who started the original chat.
  • Step 6: Test & Publish: Use the “Test” pane to watch the “Conversation Map” and see how the orchestrator routes the logic between agents.

Infographic: The April 2025 Feature Set

The April update brought several tools to manage complex AI ecosystems:

FeatureWhat it DoesImpact on Business
Multi-Agent OrchestrationAllows a “Master Agent” to manage “Sub-Agents.”Reduces the need for users to know which specific bot to talk to.
A2A Protocol SupportOpen standard for agent-to-agent communication.Enables agents to talk across different platforms (e.g., Copilot to custom Azure bots).
Conversation MapsVisual debugging tool for orchestration.Helps developers see exactly where a handoff happened or failed.
Knowledge HandoffContext is passed between agents during a handoff.The user doesn’t have to repeat their information to the second agent.

References

What’s new in Copilot Studio: April 2025
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What’s new in unified routing: April 2025 feature update in Dynamics 365 Contact Centre

Goloknath

What’s new in unified routing: April 2025 feature update (Key updates include Least Active Routing for messaging, Presence Sync APIs, Shift-based routing, and Template rulesets).

Real-time User Journey

This update optimizes how a customer moves from initial contact to the most qualified, available agent:

  1. Customer Re-entry: A customer returns to a persistent chat. Instead of a generic route, the system identifies the previous agent.
  2. Continuity Check: A Customized Notification pops up for the original agent, allowing them to instantly resume the conversation for a seamless experience.
  3. Shift-Aware Routing: If the original agent is unavailable, the system checks Shift Plans. It only considers agents currently on their scheduled shift, preventing “ghost” assignments to agents who have logged off.
  4. Workload Balancing: From the pool of available agents, the Least Active Routing method selects the representative who has been idle the longest since their last conversation ended.
  5. Agent Resolution: The agent receives the work item, benefiting from a balanced workload and clear context, leading to faster resolution.

Step-by-Step: How to Enable These Features

Since this is a suite of updates, here is how to enable the core components:

A. Enable Least Active Routing (for Messaging)

  1. Go to the Customer Service admin center.
  2. Navigate to Queues > Advanced Queues.
  3. Select a messaging queue (Chat/SMS/Digital Messaging) and go to the Assignment method section.
  4. Select Create New and choose Least active as the assignment strategy.
  5. Save and apply to the queue.

B. Configure Shift-Based Routing

  1. Navigate to Routing > User management.
  2. Select Shift schedules (Preview).
  3. Create a Workforce Management Shift Plan and define the working hours.
  4. Assign the plan to specific agents or teams.
  5. In your Assignment Rules, ensure the toggle for “Check agent availability based on shifts” is set to On.

C. Set Up Template Rulesets (Bulk Management)

  1. Go to Routing > Template rulesets.
  2. Select Create Template for either Prioritization or Assignment rules.
  3. Define your logic once (e.g., “Always prioritize VIP customers”).
  4. Select Apply to Queues and choose all the queues/workstreams that should follow this logic. Any future update to this template will sync to all linked queues instantly.
FeaturePrimary BenefitWho it’s for
Least Active RoutingPrevents agent burnout & ensures fair work distribution.Messaging Agents (Chat, SMS)
Shift-Based RoutingReduces wait times by ignoring agents who aren’t on clock.Global/24-7 Support Teams
Presence Sync APIsSyncs status across D365, Teams, and 3rd party tools.Multi-platform Organizations
Returning Chat AlertsEnsures customer-agent continuity.Persistent Chat Workflows
Bulk Rule TemplatesUpdate 100+ queues with a single click.Large-scale Administrators

References

What’s new in unified routing: April 2025 feature update 

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/assignment-methods#least-active

https://learn.microsoft.com/en-us/dynamics365/contact-center/extend/presence-status-sync?tabs=modifyagentpresence

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-routing-on-agent-calendar?branch=nn-first-party#how-shift-based-routing-works

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/manage-routing-rules-templates

https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-customer-service/unified-routing

https://learn.microsoft.com/en-us/dynamics365/release-plan/2025wave1/service/dynamics365-contact-center/unified-routing

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Dynamics 365 Contact Centre (Novice to Expert Series)(Chapter 3)

Goloknath

Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel which was general availability on July 1, this standalone Contact Center as a Service (CCaaS) solution enables customers to maximize their current investments by connecting to preferred customer relationship management systems (CRMs) or custom apps.

Key Dynamics 365 Contact Center capabilities include:

  • Next-generation self-service: With sophisticated pre-integrated Copilots for digital and voice channels that drive context-aware, personalized conversations, contact centers can deploy rich self-service experiences. Combining the best of interactive voice response (IVR) technology from Nuance and Microsoft Copilot Studio’s no-code/low-code designer, contact centers can provide customers with engaging, individualized experiences powered by generative AI.
  • Accelerated human-assisted service: Across every channel, intelligent unified routing steers incoming requests that require a human touch to the agent best suited to help, enhancing service quality and efficiency. When a customer reaches an agent, Dynamics 365 Contact Center gives the agent a 360-degree view of the customer with generative AI — for example, real-time conversation tools like sentiment analysis, translation, conversation summary, transcription and more are included to help improve service, along with others that automate repetitive tasks for agents such as case summary, draft an email, suggested response and the ability for Copilot to answer agent questions grounded on your trusted knowledge sources.
  • Operational efficiency: Contact center efficiency depends just as much on what happens behind the scenes as it does on customer and agent experiences. We’ve built a solution that helps service teams detect issues early, improve critical KPIs and adapt quickly. With generative AI-based, real-time reporting, Dynamics 365 Contact Center allows service leaders to optimize contact center operations across all support channels, including their workforce.

Here is a video series end to end I have started (Chapter-3) –