Join us for an insightful talk on how autonomous agents can transform how organizations handle incoming email inquiries when integrated with Dynamics 365 Customer Service and Dynamics 365 Contact Center. Discover how leveraging advanced AI technologies can introduce self-service options, streamline ticket creation, and ensure seamless human escalation when necessary. This session will cover: Self-Service Solutions: Learn how autonomous agents can empower customers to resolve their issues independently, reducing the load on human agents and improving response times. Automated Ticket Creation: Explore how AI can automatically generate and categorize tickets from incoming emails, ensuring no customer query goes unnoticed. Efficient Human Escalation: Understand the mechanisms for escalating complex issues to human agents, ensuring that customers receive the personalized attention they need when it matters most. By the end of this talk, you will understand how combining autonomous agents with Dynamics 365 Customer Service can enhance customer satisfaction, optimize operational efficiency, and drive business success.

This session explores advanced design patterns for building resilient multi-agent systems in Microsoft Copilot Studio, focusing on nested (child) agents, connected agents, Agent-to-Agent (A2A) collaboration, and MCP-enabled autonomous agents. Participants will learn how to model roles, capabilities, and boundaries across agents, implement planner/executor and supervisor/child topologies, and apply guardrails for safe scaling. Key topics include: Nested Agents: Lifecycle management, context scoping, memory sharing, and escalation strategies. Connected Agents: Designing stable contracts for plugins/connectors and managing capability registries. A2A Collaboration: Message routing, negotiation, and observability practices for reliable handoffs. MCP Integration: Leveraging Model Context Protocol for capability discovery, permissioning, and safe autonomy. Governance & Safety: Least-privilege design, auditability, and rollout strategies to minimize risk. By the end of the session, attendees will be equipped to design robust multi-agent architectures, enable scalable collaboration, integrate MCP tools, and apply testing and observability practices to improve outcomes. Audience: Solution architects, developers, and technical leads working on Copilot Studio or multi-agent systems. Level: Intermediate with advanced design patterns.