Copilot and agents in Microsoft Business Apps: what they are, where they’re heading, and how we apply them at Telefónica Tech

November 10, 2025

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.

Copilot and agents in Microsoft Business Apps: what they are, where they’re heading, and how we apply them at Telefónica Tech