M365 Copilot Outlook
Email drafting and thread summarisation

Summarises long email threads to the key points and open questions, and drafts reply emails from a brief instruction. Reduces time on routine correspondence and helps people catch up after being away.

M365 Copilot license
Outlook (desktop or web) — not Outlook Classic
Summarisation is strong. Drafting works well for routine, professional emails. Complex or politically sensitive correspondence still needs careful human review — Copilot can miss tone.
Copilot Studio HR
HR onboarding and policy agent

A Teams-deployed agent that answers employee questions about HR policies, onboarding steps, benefits, and processes. Draws from your SharePoint HR intranet and uploaded policy documents. Can trigger flows to submit requests — such as booking an induction session or raising an IT access request.

Copilot Studio license (or Power Platform per-message capacity)
SharePoint HR site with up-to-date policy content
Power Automate for action flows (e.g. raise a ticket, send a notification)
Teams admin approval to publish the agent as an app
A well-built HR agent handles 60–75% of common HR queries without human escalation. Content quality is the biggest variable — if the source SharePoint pages are outdated or inconsistent, the agent will produce inconsistent answers. Generative AI doesn't fix bad source material.
Copilot Studio IT Agent
IT helpdesk and ticket creation agent

Handles first-line IT queries in Teams, answering common questions from your IT knowledge base and automatically raising tickets in ServiceNow, Jira Service Management, or similar via Power Automate. Gathers the right information from the user before creating the ticket, reducing back-and-forth for IT staff.

Copilot Studio license
Power Automate with a connector to your ITSM platform (ServiceNow, Jira, or similar)
IT knowledge base content (SharePoint or uploaded documents)
Defined escalation path to human IT agents
Significant reduction in IT ticket volume from routine queries (password resets, software requests, VPN help). Ticket quality improves because the agent collects structured information before escalating. ROI is high for IT teams handling large volumes of repetitive requests.
M365 Copilot Word · PowerPoint
Document and presentation drafting

Draft business documents in Word from a brief, pulling in context from referenced files. Generate PowerPoint presentations from Word documents, briefs, or from scratch. Rewrites, expands, or condenses existing content.

M365 Copilot license
Word or PowerPoint (Microsoft 365 subscription, not Office 2019/2021)
Good for first drafts that you then edit. PowerPoint generation from Word documents is impressively fast but slides need redesigning — the layout is functional, not polished. Best treated as a starting point, not a finished product.
Copilot Studio Knowledge
Internal knowledge base Q&A agent

A conversational interface for your SharePoint intranet or document library. Employees ask questions in natural language and get direct, cited answers rather than search results they have to trawl through. Works well for compliance documentation, internal processes, and product knowledge.

Copilot Studio license
Well-structured, up-to-date SharePoint content
Consistent permission model on SharePoint (agent respects permissions)
Effective for dense, text-based documentation. Answer quality degrades when documents contradict each other or when content is in tables, diagrams, or embedded PDFs. Invest in the content before the agent.
Agents Copilot Studio Operations
Autonomous monitoring and alert agent

Runs on a schedule or trigger — monitors a data source (SharePoint list, Dataverse table, email inbox, or external API) and takes action when conditions are met. For example: when a high-priority support ticket is unassigned for over 2 hours, notify the team lead and add it to a tracking list.

Copilot Studio with autonomous agent features (preview at time of writing)
Power Automate for the action triggers and flows
Clear, well-defined trigger conditions — vague rules produce unpredictable behaviour
Works well for rule-based monitoring scenarios with clearly defined trigger conditions. Autonomous features are still maturing — test thoroughly before running in production. Always include a kill switch or human override.
M365 Copilot Excel
Data analysis and insight extraction in Excel

Analyses data in Excel spreadsheets, explains trends, identifies outliers, generates charts, and answers natural-language questions about your data. Useful for people who receive data they need to interpret quickly but aren't Excel power users.

M365 Copilot license
Excel with data in a proper table format (not merged cells, not multi-row headers)
Good for quick data exploration and trend spotting. Unreliable with complex multi-sheet workbooks, many-to-many data relationships, or ambiguous column names. Always validate outputs. Don't use Copilot-generated analysis in financial reporting without manual review.
Copilot Studio Sales · CRM
Sales prep and CRM update agent

Helps sales teams prepare for customer meetings by summarising account history, recent interactions, and open opportunities from Dynamics 365 or Salesforce. After calls, helps log notes and update CRM records via Power Automate actions — reducing the manual admin burden on account managers.

Copilot Studio license
Dynamics 365 or Salesforce with a Power Automate connector
Consistent, quality CRM data — the agent surfaces what's there
Good adoption in sales teams where CRM admin is a pain point. Meeting prep summaries are valued highly. CRM updates via the agent work well for structured fields — less reliable for freeform notes and complex record structures.
More use cases coming

New use cases added regularly.

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