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Category: AI

The Intent Agent: Making Intent a Platform Capability

The Intent Agent: Making Intent a Platform Capability

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In our previous explorations of the Evaluation Agent and the Knowledge Management Agent, we established the «Truth» and the «Standard.» Now, we address the «Brain» of it all – Intent. For years, we have treated Intent as a localized artifact. It was something locked inside a specific bot’s logic and hard-coded. The Customer Intent Agent fundamentally changes this by moving intent detection into the Intent Core, making it a shared platform capability across Dynamics 365. Architectural Shift: Intent Core in…

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The Knowledge Management Agent: Turning Resolution into Institutional Memory

The Knowledge Management Agent: Turning Resolution into Institutional Memory

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In my previous post, I discussed why the Evaluation Agent is the keystone of an AI-driven service organization. But evaluation only works if there is a baseline of truth to measure against. In the world of Dynamics 365, that «truth» is your Knowledge Base. Historically, knowledge has been a service bottleneck. It’s expensive to author, difficult to maintain, and frequently out of sync with how issues actually appear in real customer interactions. Most organizations suffer from «Knowledge Decay» a phenomenon…

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Service Agent for Microsoft 365 Copilot

Service Agent for Microsoft 365 Copilot

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Are we now moving from AI Assistance to Autonomous Action? In the world of IT and customer service, context switching is a real productivity killer. We’ve all been there were we are toggling between Outlook, a ticketing system, and internal documentation just to resolve a single customer query. Last week, Microsoft dropped a significant update that aims to kill that friction which they called Service Agent for Microsoft 365 Copilot. They promise us that this is not just another «summarize…

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The Death of the Copilot: What comes now?

The Death of the Copilot: What comes now?

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For the last two years, the tech world has been obsessed with the «Copilot.» We’ve been told that AI is our sidekick, our wingman, the Robin to our Batman. We learned the «art of the prompt,» carefully crafting instructions to get the outputs we needed. And Copilots have been added in almost every application form PowerPoint to Dynamics Customer Engagement But let’s be honest for a minute being a pilot is exhausting compared to a beach vacation. If you are…

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AI killed low-code

AI killed low-code

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For the better part of a decade, the promise of Low-Code/No-Code development was a siren song to the enterprise. The vision was compelling: empower non-technical business users to solve their own automation and application needs. And this way bypassing IT backlogs and accelerating digital transformation. This era saw the explosive growth of platforms and tools that became household names in business circles. Power Automate, with its visual, drag-and-drop interface, allowed office workers to connect services, automate repetitive tasks. And this…

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