Ivo Munnecke

From assistant to process engine Copilot is the name Microsoft uses for all artificial intelligence (AI) features across its extensive software solutions portfolio. It started out as an assistant to help employees perform tasks more easily and quickly, but it has rapidly evolved into something much more powerful—actively helping organisations solve real-world problems by combining strategic vision with applied technology. An agent is a form of AI that simulates human conversation through a chat interface. Microsoft agents add specialised skills and knowledge while automating specific tasks. These ready-to-use agents take on unique roles, working alongside—or on behalf of—a person, team or organisation to handle everything from simple tasks to complex processes. From assistant to key player: Copilot is driving process transformation through applied AI. Where it fits in the Microsoft portfolio Today, Microsoft incorporates Copilot into multiple areas of its portfolio: Microsoft 365 Copilot Microsoft Security Copilot Copilot Studio Microsoft Copilot for business functions and Dynamics 365 Microsoft OpenAI Service / Foundry GitHub Copilot Microsoft has consolidated everything related to Modern Work and Business Applications into a new category called AI Business Solutions. At Telefónica Tech, we are focused on applying this emerging technology to meet our customers’ end-to-end productivity, collaboration, and efficiency needs. Copilot is integrated across the entire Microsoft portfolio as the backbone of the new AI Business Solutions category. AI in business applications and functions Copilot can be used across all Dynamics 365 applications to help users access insights and simplify tasks such as data entry or completing processes. Copilot simplifies and enhances daily work across business applications. Microsoft 365 Copilot for Sales and Service Copilots designed with predefined functions and use cases that are embedded into business processes: Copilot for Sales: an AI assistant to boost productivity and close more deals, integrated with Outlook, Teams and Word, and compatible with any CRM. Copilot for Service: focused on enhancing customer experience and agent productivity in contact centres, integrating CRM systems and Microsoft solutions. Sales and service copilots bring AI into workflows to boost productivity and experience. Copilot within Dynamics 365 Copilot in Dynamics 365 Sales Copilot in Dynamics 365 Sales helps sales teams become more productive and efficient. It provides summaries of opportunities and customers, recent updates, meeting prep, and relevant news. Copilot is transforming sales management with intelligent summaries and contextual assistance. Copilot in Dynamics 365 Customer Service Copilot in Customer Service enables organisations to find and summarise data more effectively. Case summary: delivers key context on the customer and the case. Conversation summary: outlines steps taken and summarises chats or calls. Copilot’s AI speeds up customer service with automated summaries of cases and conversations. Copilot in Dynamics 365 Finance & Operations You can design and integrate agents with varying levels of complexity: Retrieval agent: fetches and summarises information. Task agent: automates workflows and eliminates repetitive tasks. Autonomous agent: operates independently, learns, and scales. Copilot agents take business automation from assisted to autonomous. Building a world of agents Agents help users identify intent and perform actions using AI. Microsoft offers preconfigured agents and tools like Copilot Studio or Agent Builder for customisation. This platform organises conversations by topic, allowing for natural flows and access to multiple data sources. Technology is moving towards agents capable of managing complex tasks and replacing human activities. Intelligent agents usher in a new era of adaptable, scalable conversational automation. Our role at Telefónica Tech At Telefónica Tech, we are a Microsoft Inner Circle member and one of the few European partners covering the full Dynamics 365 suite. We support organisations in their digital transformation journey with Microsoft technologies. Expertise in Azure Analytics and AI to deliver tailored AI solutions. Active participation in the Azure OpenAI accelerator programme. Hosting AI workshops and Copilot value sessions. At Telefónica Tech, we lead the adoption of Copilot and enterprise AI through experience and innovation. Conclusion Artificial intelligence is reshaping the way we work. Copilot and Microsoft agents enable people to communicate in natural language and receive contextual support. These agents can be customised and integrated to enhance business performance. Technology with vision and purpose is a catalyst for real change. At Telefónica, we’re ready to guide our clients through these initiatives. Copilot represents how artificial intelligence is redefining work and accelerating business transformation. Cloud Business Applications and how they helps your company July 17, 2024

Digital transformation involves a profound reinvention of business models, internal processes, and relationships with their clients, suppliers, and employees. Within this context, Business Applications —also known as Biz Apps— are instrumental in helping organizations adapt to a more competitive environment by optimizing their commercial and operational activities. They reduce costs, increase productivity, improve quality, and streamline decision-making processes. What are Business Applications? Business Applications are programs designed to assist companies in managing and automating their business, financial, and operational processes more efficiently. These are next-generation SaaS (software as a service, in the cloud) technologies that incorporate Artificial Intelligence, machine learning, and data analytics. This mix of technologies offers companies increased agility and adaptability to respond to changing customer and market demands in an increasingly competitive and dynamic business environment. Business Applications are tailored to meet specific corporate needs, including: Customer management and support Human resources management Accounting and finance Sales tracking Data analysis Marketing initiatives Supply chain management Other aspects of business operations. Further, they can integrate with existing or legacy heterogeneous systems without reshaping business systems or forfeiting past investments. Business Apps enable business process automation and optimization, enhancing productivity and operational efficiency. This integration ensures data enrichment and robustness, facilitating access to valuable business insights for faster, data-driven decision-making. What benefits do Business Applications offer companies? Business applications yield multiple benefits for companies, notably: Enhanced operational efficiency: By automating and optimizing processes, increased efficiency and productivity save time and resources. Doing more with the same, or less. Data management and analysis: Collecting, storing, and analyzing relevant data for business decision-making provides valuable insights into company performance and compliance, helping identify opportunities for improvement and growth. Customization and improved customer experience: Providing personalized experiences increases customer satisfaction and loyalty, which reflects in higher retention and acquisition rates, as well as better differentiation from competitors. Integration and collaboration: By integrating with other tools and systems used by the organization, collaboration and information exchange across different departments are facilitated, improving coordination, communication, and decision-making. Greater agility and adaptability: By adapting to the specific needs of each company, increased flexibility and responsiveness to market changes are achieved, enabling companies to be more competitive and innovative. Business Applications challenges Despite their benefits, Business Applications also present challenges that companies must address, and a company like Telefónica Tech helps overcome them. These barriers or challenges may include: Performance evaluation of the business’s process and system map. ✅ This evaluation helps companies identify needs and evolutionary steps that improve their outcomes. Choosing the right platform: There are various business application platforms on the market, each with its own features, advantages, and disadvantages. ✅ Companies must choose the platform that most effectively suits their needs, objectives, and budget, considering factors such as functionality, scalability, security, compatibility, support, and cost. Integration with existing systems: Business applications must integrate with the company's existing or legacy systems, which can be a technical and organizational challenge. ✅ Companies must ensure seamless integration without affecting system functionality or data quality. Change management: Implementing business applications entails a change in the company's way of working, which can generate resistance or difficulties among employees. ✅ Companies must manage change effectively by involving users, offering training and support, and communicating the benefits and advantages of business applications. How Telefónica Tech helps you with tour Business Apps At Telefónica Tech, we offer comprehensive solutions and technological services to help companies digitally transform, maximize their use of business applications, and benefit from automation, analytics, artificial intelligence, IoT (Internet of Things), and mobility to enhance their performance, competitiveness, and innovation capacity. Key aspects of our Business Apps proposal We support companies in their digital transformation process with the goal of maximizing their business outcomes by improving the precision and speed of their operations and customer relations; leveraging the full potential of hyper-automation and Artificial Intelligence, with natural language interpretation and generation, to bring their processes closer to human behavior. We offer a wide range of integrated technology services and solutions, such as cybersecurity, cloud, artificial intelligence, IoT, big data, and blockchain. These solutions help companies optimize their processes, improve efficiency and productivity, become more secure and resilient, and offer personalized experiences to their customers. Organizations can rely on Telefónica Tech as an expert partner that resolves all their technological needs unified. We are committed to helping companies achieve operational excellence, digital transformation, and project success. As a solutions provider, we specialize in sectors: understanding the business and issues of companies in these sectors, developing specific use cases under the motto, Business first, technology last. Conclusion Business Applications are tools that enable companies to enhance their efficiency, competitiveness, and innovation by optimizing their processes, managing and analyzing their data, personalizing and improving the customer experience, integrating and collaborating with other systems, and adapting to market changes. Business applications are not just technological tools, but a business strategy that allows companies to create competitive advantages and differentiate themselves in the market. However, they also pose certain challenges, such as choosing the right platform, integrating with existing systems, and managing change. Therefore, it's crucial to have a trusted, expert partner like Telefónica Tech, where we offer comprehensive solutions and technological services to accompany companies in their digital transformation and help them make the most of business applications. ◾ If you want to learn more about Business Applications and how they can help you transform your business, contact us. We will offer a solution tailored to your needs and objectives. More information → * * * Cloud 6 common mistakes when quoting for a Cloud project October 19, 2023