AI agents: your autonomous teammates
If Copilot is a responsive assistant, AI agents are more like specialized teammates who keep working even when you’re not watching. Agents carry out multi-step tasks on your behalf, check back with you when a human decision is needed, and hand off results when they’re done.
At Contoso, the sales team uses the Sales Qualification Agent to handle early-stage lead research. When new leads come in, the agent researches them automatically—evaluating fit against Contoso’s ideal customer profile and drafting personalized outreach emails. The sales team reviews the agent’s work and steps in where human judgment matters most.
For managing and closing deals, two agents work in tandem. The Sales Opportunity Agent monitors active opportunities for risks and signals — flagging deals that are going quiet, surfacing competitors mentioned in recent emails, and suggesting the best next action. The Sales Close Agent focuses on the final stages of the deal, helping sellers prepare for closing conversations and ensuring nothing falls through the cracks before the deal is won. Together, they give the sales manager a clear picture of the pipeline without manually reviewing every record.
On the service side, Contoso’s support team relies on the Case Management Agent to handle routine case updates—routing, categorizing, and updating fields as conversations progress. Service agents spend less time on data entry and more time solving complex customer problems.
In the field, the Scheduling Operations Agent for Dynamics 365 Field Service helps Contoso’s dispatch team optimize technician schedules in real time. When a job is canceled or a technician runs late, the agent recalculates the best schedule while the dispatcher focuses on exceptions that need a human touch.
These are just a few examples of the AI agents available across Dynamics 365 customer engagement apps. Many more agents work behind the scenes or in front of the user, forecasting sales trends, generating marketing content, analyzing customer sentiment, automating knowledge management, and optimizing inventory levels. Each agent is designed to handle specific business processes, allowing your team to focus on strategic decisions and high-impact customer interactions. As new agents are introduced, your organization gains even more ways to automate routine work and accelerate outcomes.