• Publish custom agents to Microsoft 365 Copilot Chat
• Add enterprise data with new Microsoft Graph connectors 
• Import and export agent components in Microsoft Copilot Studio 
• Analytics updates, including actions analysis and transcript enhancements
• Security: Cross-prompt injection attack (XPIA) mitigation improvements
• Microsoft 365 Agents Software Development Kit for JavaScript
• Embedded agent builder updates, including public web scoping and user feedback
• Twelve new languages supported in conversational agent creation experience

Publish custom agents to Microsoft 365 Copilot Chat

We’re excited to announce that the ability to publish your custom agents created in Copilot Studio directly to Microsoft 365 Copilot Chat is now in public preview, unlocking new capabilities to customize and extend Microsoft 365 Copilot. This latest update enables your agents to take advantage of the full functionalities of Copilot Studio within Copilot Chat.

Accordingly, your agents published to Microsoft 365 can now utilize features like agent handoff, Azure AI Foundry integrations, orchestration selection, and—where more control of the conversation is needed—topics. They can also automate and execute business processes using autonomous triggers. With this greater functionality comes the need for greater oversight, so makers can also monitor their custom agents’ trends and performance with analytics (see more updates on analytics below).

Customers can also access the full security and governance features in the Microsoft Power Platform admin center, along with messages, quick replies, and adaptive cards enabled for Copilot Chat. Whether you’re launching a new agent or publishing an existing one, you can now benefit from additional channels and enable employees to access these agents through Microsoft 365 Copilot. To get started, head to Copilot Studio, enable the Microsoft 365 Copilot Channel, and select “Submit to Teams or Microsoft 365” when publishing.

Add enterprise data with new Microsoft Graph connections 

Enterprise data is the cornerstone of businesses: shaping strategies, driving decisions, and making it possible for your agents to provide accurate and context-rich responses. This month, we released new out-of-the-box Microsoft Graph connectors in Copilot Studio and Copilot Chat out to public preview. Now you can connect your agents to data in Stack Overflow, Salesforce Knowledge, GitHub, and Unily, which makes it easy for your organizations’ agents to access and use those content sources.

Development teams can now retrieve documentation, code snippets, and track issues directly from GitHub repositories using simple queries from within Copilot Studio. Teams gain immediate access to both community and internal Q&A data, enabling instant solutions to coding and IT challenges. Additionally, sales, frontline, and customer support teams can pull customer insights, FAQs, and case resolutions from Salesforce Knowledge.

To get started, configure the new connectors in the Microsoft 365 admin center. For more details, check out our guide: Set up Microsoft Graph connectors in the Microsoft 365 admin center | Microsoft Learn. Once the applications are connected, add them as Knowledge Sources in Copilot Studio. These connectors will also show up as additional knowledge in the Microsoft 365 agent builder.

Import and export agent components in Copilot Studio 

In many cases, an organization’s agents will share common messaging and content sources, actions, triggers, and entities. Rather than repeatedly copying and pasting these foundational elements for every new agent, makers and admins can now use Component Collection to import, manage, and export core agent components—including topics, knowledge, actions, and entities—across various environments. This process not only accelerates agent creation, but it also allows you to designate a preferred solution that automatically integrates changes through Component Collection and Solution Explorer.

Customers can also configure pipelines and guide makers, which empower admins to centrally govern citizen-led and pro-dev-led projects at scale with less effort. Admins set up the appropriate safeguards that govern and facilitate solution development, testing, and delivery across the organization. Then, makers can submit deployment requests to admins from within Copilot Studio. 

With the ability to set, template, reuse, and govern components, the process of building and scaling agents becomes easier, faster, and more consistent. To learn more about these capabilities, check out the following resources: 

• Create and manage solutions in Microsoft Copilot Studio 
• Export and import Copilot using solutions 
• Create reusable component collections (preview) 
• Set your preferred solution 
• Overview of pipelines in Microsoft Power Platform 

Analytics updates: Actions analysis, transcript enhancements, and Government Community Cloud availability

When it comes to understanding agent experience, optimization, and ROI, analytics are critical. This month, Copilot Studio rolled out several new analytics features. The built-in analytics page will now feature detailed insights and telemetry for the actions configured within the agent. This new view allows makers to identify the most-used actions, evaluate execution success, and optimize workflows with real-time data—critical for continuing to optimize and improve an agent’s performance and value.

Additionally, makers and admins with the “Transcript Viewer” role and permissions can now access a comprehensive view of conversations and responses for trend analysis and diagnostics. This feature has been eagerly anticipated; it provides deeper insights into the conversations your agents have with end users and how they track to the various key performance indicators (KPIs) within the analytics dashboard. These transcripts include detailed topic initiation, node triggers, and outcomes to help diagnose and refine interactions.

Lastly, we’ve expanded the regions in which customers can take advantage of these robust analytics insights by expanding to the Microsoft 365 Government Community Cloud (GCC) in general availability. Review and benefit from these advanced analytics to gauge user engagement, performance, and satisfaction so you can further refine your agents. All these updates empower makers and admins to spot trends, resolve issues faster, and optimize performance, helping agents work more effectively for your end users.

Security: Cross-prompt injection attack (XPIA) mitigation improvements

Every year, cyberattacks get more sophisticated. In this age of generative AI, cross-domain or cross-prompt injection attacks (XPIAs) can occur when there are malicious instructions passed to the agent from an external system. These attacks can result in the agent taking an action or sending a message based on the malicious instructions.

At Microsoft, we’re committed to continuing cutting-edge research and proactive development to keep Copilot Studio language models and customers secure. It’s imperative that customers are protected from attacks that target agents to perform malicious actions that the’re not configured to automate. Based on state-of-the-art research, we recently rolled out a feature that adds more protection against—and better detection of—XPIAs, further reducing the risk of a successful attack. This feature is enabled by default everywhere and cannot be disabled.

What does this mean for Copilot Studio customers? It means you’ll be able to meet more stringent security requirements related to security protections, and that your data and operations are safeguarded against evolving threats. This proactive approach helps ensure that your organization remains compliant with industry standards and best practices for cybersecurity.

Microsoft 365 Agents Software Development Kit for JavaScript

The Microsoft 365 Agents Software Development Kit (SDK) is a powerful tool that provides developers with building blocks to create agents that handle user interactions, orchestrate requests, generate responses based on enterprise knowledge, and collaborate with other agents. In November 2024, we announced that the Microsoft 365 Agents SDK would support C# development. Now, developers can also use JavaScript to create agents.

With the rollout of this feature, developers can take advantage of their existing skills and knowledge in JavaScript to build sophisticated agents that can enhance productivity and streamline business processes. The Microsoft 365 Agents SDK provides interoperability with Copilot Studio, allowing developers to extend existing agents built using Copilot Studio with additional functionality.

For all the information and documentation, check out the Agents for JavaScript repository on GitHub. You’ll find samples, templates, test bots, and plenty of other resources to get started.

Embedded Microsoft 365 agent builder updates

We’re excited to announce two powerful improvements to the embedded agent builder in Microsoft 365 Copilot, powered by Copilot Studio: Public web scoping and end user feedback.

Makers can now ground their Copilot agents on scoped publicly available websites, and leverage these websites as knowledge. Rather than letting agents perform a full web search, makers can constrain their agents’ external knowledge sources to specific websites for the most relevant answers. This capability already existed in custom agents built from Copilot Studio, but it now extends to agents built in Microsoft 365. This feature is enabled automatically under the “Configure” tab. In the “Knowledge” section, simply enter the URLs of approved public websites and your agents will use those as their knowledge base.

This new feature gives makers greater control over the information that Copilot agents access, and helps ensure responses are more accurate and scoped to the right context. By specifying trusted websites, makers can enhance the reliability of the agents’ answers and provide end-users with more consistent responses. Additionally, this capability helps in maintaining the integrity of the information provided by the agents, by limiting the sources to those that have been vetted and approved by the makers.

The public web scoping feature is particularly useful for organizations that have specific knowledge bases or industry-specific websites they rely on. By integrating these sources, agents can deliver more specialized and contextually appropriate responses, which can be crucial for customer support, technical assistance, and other use cases where more precise information is necessary. This increased function can even help reduce the frequency of escalations to human support.

Makers can also now submit feedback—compliments, problems, or suggestions—directly to the product team from inside the Microsoft 365 agent builder. Just as end users can rate an AI-generated agent response with a thumbs-up or thumbs-down, makers can now do so in preview chat. You can also use the “Send Feedback” option to send feedback at any time while using agent builder, and there’s a specific feedback option if a responsible AI (RAI) error pops up. When submitting feedback, you can choose to write a comment and, optionally, allow the product team to collect supporting metadata like AI Prompt, AI Response, and Conversation ID. (You can review this data before clicking send.)  

This feature is exciting because makers now have a way to share feedback without breaking their flow during the agent authoring process, and with relevant surrounding context. This helps the product team react quickly to feedback, without needing to go back and forth to get additional troubleshooting information, and gets you back on track as soon as possible.

Twelve new languages supported in conversational agent creation experience 

Meillä on ilo ilmoittaa…

Miło nam ogłosić…

เรามีความยินดีที่จะประกาศ…

We’re delighted to announce the addition of twelve new languages to the conversational agent creation experience in Copilot Studio and the Microsoft 365 agent builder. The new supported languages include Chinese (traditional), Czech, Finnish, Hindi, Indonesian, Korean, Norwegian Bokmål, Polish, Russian, Swedish, Thai, and Turkish.

This feature enables expanded language support in areas where the Microsoft 365 agent builder was recently launched. It’s auto-enabled for makers whose browser language is one of the supported languages and whose environment is in a Microsoft Azure OpenAI Service supported region. The language of the conversational agent creation experience will default to the browser language if the specific language is supported in this new update. This means that thousands of makers can create new agents in their native language, without further configuration, and serve their local customers natively.

Read more about language support and use in Copilot Studio here.

More ways to stay up to date on all things Copilot Studio

Bookmark this page to learn about features as we ship them, as well as upcoming releases: What’s new in Microsoft Copilot Studio – Microsoft Copilot Studio | Microsoft Learn.

Get started today

To learn more about Copilot Studio and how it can transform your organization’s productivity, visit the Copilot Studio website or sign up for a free trial today.

The post What’s new in Copilot Studio: February 2025 appeared first on Microsoft Copilot Blog.

For executives, understanding the role of conversational AI within the broader low-code strategy is critical to staying competitive. This technology is not just about keeping pace—it’s about setting the pace and meeting human beings, customers, and employees alike, where they are. And human beings are becoming harder to please. In a recent article, McKinsey & Company observes that two-thirds of millennials expect real-time customer service, and “three-quarters of all customers expect consistent cross-channel service experience.”¹ AI-enabled customer service tools can help deliver those experiences for both customers and employees.  

In this blog post, we’ll walk through how conversational AI can improve both customer and employee experiences. We’ll also examine how Microsoft Copilot Studio enables organizations to build, deploy, and scale custom copilots, which are pivotal for driving efficiencies and tackling unique business challenges, thereby allowing the creation of solutions that are precisely tailored to organizational needs. 

Improving customer satisfaction and engagement 

 According to the 2023 Gartner^® report How Generative AI Can Help Meet Customer Experience Expectations, “Customer retention and growth feature heavily in the plans of executives interested in generative AI. Thirty-eight percent of leaders see improving customer experience and retention as the primary purpose of initiatives to deploy applications trained on large language models, while 26% highlight revenue growth. Only 17% cite cost optimization”.² 

One example of a company using conversational AI and low-code to improve customer experiences is Nsure.com, a medium-sized organization of 900 employees. The company, which matches customers with insurance carriers, has been using Copilot Studio to create copilots—custom AI assistants that can take on mundane and repetitive tasks so employees can concentrate on higher-value responsibilities.  

Copilot Studio provides thousands of pre-built data connectors, which make it easy for organizations like Nsure.com to point their custom copilots to multiple first- and third-party data sources, tailor them for different applications, and extend capabilities from basic knowledge-based responses to complex task automation. 

Nsure.com builds its copilots to support sales activities (including up-selling and cross-selling) and streamline interactions with customers, with a goal of having as much as 90% of incoming customer requests handled automatically. With copilots processing insurance quotes, payments, renewals, and discounts, Nsure.com agents can focus on what they do best: providing high levels of attentive customer service. 

Improving the employee experience 

Copilots automate everyday business processes, which empowers employees to spend more time on complex tasks, strategic initiatives, innovation, and higher-value responsibilities, leading to more satisfying employee experiences and an overall increase in staff productivity. 

One company with an especially ambitious automation goal is Pacific Gas and Electric Company (PG&E), one of the largest combined natural gas and electric energy companies in the United States. In just four years, the company has used low-code and conversational AI to empower more than 4,300 makers, including advanced digital creators and new citizen developers, to realize more than 315 low-code/no-code solutions that save nearly 527,000 hours (almost $75 million in savings) each year.  

We felt there was a ton of value to be had throughout our organization in terms of streamlining and automating a lot of low-value work and re-dedicating people in the organization to doing high-value work.

Mark Seveska, Executive Sponsor, IT Products and Enterprise Solutions, PG&E

Thanks to a powerful new AI assistant built with Copilot Studio that now meets 25% to 40% of PG&E’s help desk demand, the company has optimized the workloads of its busy agents and provided sizeable labor savings and service-level improvements. In fact, the amount of time saved on just one process—automating end-to-end SAP account unlock requests—adds up to 840 saved hours per year. 

Low-code development can facilitate collaboration and communication among teams by providing real-time access to information, coordinating workflows, and fostering collaboration between different departments or team members, like business users and pro developers. 

According to Gartner Webinar, “By 2026, code written by developers/humans will be reduced by 50% due to generative AI code generation models.” ³

Further underlining the transformative power of AI, research presented in a Gartner webinar on generative AI’s practical applications suggests a significant shift in the development landscape. By 2026, human-written code could be reduced by up to 50% due to the advent of generative AI code generation models, reshaping the future role of developers and accelerating the pace of innovation.³ 

For instance, Africa’s largest bank—Standard Bank of South Africa—has adopted a low-code approach to automate processes, conduct analyses, and develop solutions for various business requirements. They have established a Center of Excellence (CoE) to support more than 1,500 citizen developers who utilize Microsoft Power Platform across the bank’s global network.   

Employees who had never dreamed of being developers were surprised at how easily they could build solutions with Power Platform to solve their business challenges.

Richard Blackwell, Standard Bank Infrastructure Management, Employee Experience, Head – Engineering Team, Standard Bank of South Africa

With strong governance, thanks to its CoE, the bank has been able to grow from productivity solutions for smaller teams to enterprise solutions, like an IT help desk bot built in Copilot Studio that now resolves 99% of all employee queries.

Discover how Microsoft Copilot Studio can help improve customer and employee experiences in your organization.

Get started with Copilot Studio today

As we wrap up our discussion, it’s clear that the transformative power of AI lies in its capacity to elevate both the customer and employee experience. By integrating conversational AI and crafting your own copilots with Copilot Studio, organizations can unlock unprecedented levels of efficiency, gain deeper customer insights, and chart new pathways for growth, truly embodying AI as a strategic asset.  

Whether you’re at the inception of your AI adoption journey or looking to scale existing capabilities, Copilot Studio offers a robust, low-code platform that simplifies the design, enhancement, and management of AI copilots, making it accessible for users of all expertise levels to deploy solutions across various channels swiftly. Begin your transformative journey with Copilot Studio today and extend the capabilities of copilots or create ones uniquely on your own.

Start a free trial of Copilot Studio.

Sources:

¹ The next frontier of customer engagement: AI-enabled customer service, McKinsey & Company, 2023.

2 Gartner, How Generative AI Can Help Meet Customer Experience Expectations, By Gene Alvarez, Uma Challa, Leah Leachman, 3 August 2023.

3 Gartner Webinar, Beyond the Hype: The Practical Applications & Use Cases of Generative AI, 2023.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

The post Improving customer and employee experiences with Microsoft Copilot Studio   appeared first on Microsoft Copilot Blog.

We’re grateful to our early customers who have already adopted Copilot Studio and are building amazing solutions for their end-users. Here are just a few highlights:

“Copilot Studio enables us to build and make quick updates to an employee facing copilot that can reason over multiple knowledge sources and provide consistent and relevant answers. Copilot Studio has helped us reduce the workload and costs of our support team, while increasing the engagement and loyalty of our employees.”

— Ramesh Murugan, Director, Employee Technology & Experiences

The City of Kelowna in British Columbia, Canada is building a copilot as part of a solution that makes it easier to apply for building permits. The copilot asks citizens what they want to build, and Power Automate feeds these responses to Power Apps, which then populates the official building permit forms on behalf of the user. The first phase of the solution is focused on swimming pool permits and is set to launch in March 2024. The city plans to extend the capabilities of the app to eventually cover all permit types.

“City of Kelowna has built copilots using Microsoft Copilot Studio, specifically to support our building application process, revolutionizing the way we serve both the citizens and also builders. These copilots have enabled us to create a streamlined and user-friendly interface where applicants can easily submit and track their building permit.”

— Jazz Pabla, Director of Information Services

Copilot Studio and Microsoft Copilot Service enables the team at RSM, a Microsoft Partner, to provide unified conversational experiences without changing applications. By providing actions, surfacing insights, and automating actions, team members are able to reduce onboarding time while dramatically improving client experiences and reducing mean time to resolution.

“At RSM, we use a range of Microsoft AI technologies, including Microsoft Copilot Studio, to create copilot experiences that deliver compelling outcomes for our clients and team members. The easy-to-use and extensible features of Copilot Studio allow us to adapt to a range of different and changing needs and help us identify new opportunities to serve our customers and teams.”

— Mike Gillis, Owner/Principal

Holland America will use Generative AI in Microsoft Copilot Studio to power an online concierge to support bookings. Available at any time on HollandAmerica.com, the Concierge agent will be available to answer any questions customers have and will be available throughout the digital journey.

“Booking a cruise can be tough due to room options, packages, and entry requirements. We think generative AI can guide customers effortlessly, matching the perfect vacation from booking to cruise for each guest.”

— Scot Pettit, Sr Director E-commerce

An Post, the provider of postal services in Ireland, chose Microsoft Copilot Studio to create an easy way for customers to get answers to their questions about postal products and services. The copilot can also be used to track packages, improving efficiency for both An Post and its customers.

“Copilot Studio has enabled An Post to deliver a valuable self-service automated digital solution. The use of Generative AI technology will allow us to elevate the customer experience and increase our speed-to-market delivering on our Digital Strategy to support more customers online.”

— Des Morley, Chief Digital & Technology Officer

HP will use Copilot Studio to provide product recommendations. For example, small business customers can identify which products are the best fit for their specific software and business needs. Customers can use natural language to accomplish tasks in far fewer clicks than a decision tree or filter-based design. HP will take advantage of Copilot Studio’s ability to reason over the content already on its website to quickly create this experience. With instant access to a wealth of product information surfaced through the Generative AI capabilities of Copilot Studio, HP provides a richer experience for its customers.

“We are using Microsoft Copilot Studio to build a copilot for HP’s customer-facing website to engage customers at scale and educate them on the right products for their needs, and more. Copilot Studio enables real-time responses to customer queries using Generative AI. The better we communicate about our products, the more trust and business opportunities we can create.”

— Mohamed Zohny, Global Head of Social Media & Digital Innovations

Read the full story here.

“With Power Platform, we’re not only saving money, we’re helping drive a renewed joy of innovation across the company.”  

— Alla Gogerman: IT Leader, Intelligent Process Automation and Digital Productivity COE

Share your story with us!

Do you have a similar story or experience to share? We are excited to learn more about how organizations like yours are using Copilot Studio and other AI capabilities in Power Platform! Submit your story at https://aka.ms/ShareAIStory

In the meantime, you can learn more about Microsoft CoPilot Studio through these resources:

• Copilot Studio website
• Product documentation

The post How early adopters are transforming their organizations with copilots appeared first on Microsoft Copilot Blog.