From the course: How to Create AI Agents Like a Pro in Copilot Studio (No Code Required) by Microsoft Press

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From chatbot to business system

From chatbot to business system - Microsoft Copilot Tutorial

From the course: How to Create AI Agents Like a Pro in Copilot Studio (No Code Required) by Microsoft Press

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From chatbot to business system

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Here's the mental model shift. Your frequently asked questions agent that we worked on previously answered questions. Lesson 3 taught individual agent flows. Now we're building out a more complete business system. The leap from agent feature to agent application. The IT help desk is the perfect second agent for us because it combines everything. knowledge grounding from Lesson 2, flow automation from Lesson 3, plus multi-topic design and SharePoint schema planning. The return on investment is immediately measurable. Four capabilities working together. The agent listens, collects, decides, and acts. Each maps to a Copilot Studio component you already know. The conversational layer handles intent recognition, gathering, and routing. When a user says, my laptop won't connect to Wi-Fi, the agent classifies it as IT, collects category and urgency, then routes based on answers. This isn't keyword matching. The generative orchestrator understands natural language. Topics route conversations…

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