Solution Capability · 2.1
Build agents that can use approved knowledge and tools to support multi-step business work with clear controls and human oversight.
Many business tasks require more than an answer. They require context, system access, decisions, follow-up actions, exception handling, and coordination across applications.
Operations leaders
Service and support teams
Digital and AI product owners
Enterprise application owners
Teams managing high-volume knowledge and workflow tasks
Define the job the agent will support, including boundaries and exceptions.
Map knowledge, tools, systems, decisions, and Human in the Lead checkpoints.
Prototype with representative tasks and data.
Connect approved tools and applications.
Evaluate task completion, quality, safety, cost, and failure handling.
Deploy with monitoring, support, and change control.
Service-request triage and routing.
Order, claim, invoice, or document handling.
Internal operational assistant with controlled actions.
Customer or employee case support.
Multi-step research and workflow coordination.
Copilot Studio, Azure AI Foundry, and Azure services.
OpenAI, Claude, and IGNA.
Microsoft 365, SharePoint, Salesforce, ERP, CRM, APIs, and databases.
Security & Governance
Agents use least-privilege access, approved tools and sources, logged actions, defined escalation, reviewable decisions, and human approval for material actions.
A readiness workshop is the fastest way to find out if this is the right starting point.
