AI Copilot Podcast: Microsoft, ServiceNow Deliver a Wide Range of Pre-Built AI Agents
Welcome to the AI Copilot Podcast, analyzing the latest AI Copilot and agent developments. In this episode, Tom Smith shares details on a series of pre-built AI agents from Microsoft for Dynamics 365, as well as pre-built agents from ServiceNow.
Highlights
Microsoft’s 10 AI Agents (01:17)
The new agents from these two software giants are exactly the opposite of pie in the sky or build your own. Here’s a rundown of what Microsoft is delivering in public preview starting later this year:
- Sales Qualification Agent: Prioritizes inbound leads and develops personalized emails to initiate sales conversations
- Sales Order Agent: Automates intake from entry to confirmation
- Supplier Communications Agent: Autonomously manages collaboration with suppliers to confirm order delivery
- Financial Reconciliation Agent: Prepares and cleanses data sets to reduce time spent on the close process
- Account Reconciliation Agent: Automates matching and clearing of transactions between sub-ledgers and general ledgers
- Time and Expense Agent: Autonomously manages time entry and expense tracking
- Customer Intent Agent: Continuously discovers intent from customer conversations across channels
- Customer Knowledge Management Agent: Ensures knowledge articles are kept up to date
- Case Management Agent: Automates key tasks throughout the case lifecycle—creation, resolution, follow-up, and closure — to reduce handle time
- Scheduling Operations Agent: Provides optimized schedules for technicians
ServiceNow AI Agents (04:39)
The company is working with and using software from NVIDIA to co‑develop AI Agents, creating use cases fueled by business knowledge that customers can simply choose to turn on.
The companies will develop a container security AI Agent that will automate vulnerability analysis, make recommendations for human agents, and expand AI Agent capabilities beyond ticket resolution.
ServiceNow also said that forthcoming agents — with guardrails built using NVIDIA tech — include Customer Service Management and IT Service Management Agents. Both are expected to reduce time to resolution and make human agents more productive.
