Session Abstract

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.

Holger Imbery

Code Fanatic | Low Code Hacker | Microsoft Power Platform & Azure Architect | Principal Architect | Microsoft MVP (Copilot Studio) | MCT | PSM1 As a Principal Architect and Microsoft MVP, I am leading the design and deployment of agentic AI systems that enable autonomous decision-making and intelligent process automation across enterprise environments. My passion lies in helping organizations do more with less - leveraging Microsoft technologies to transform business operations and customer experiences. I specialize in architecting secure, scalable, and ethically grounded solutions using Microsoft Azure, Power Platform, and Copilot Studio. My work includes designing agentic AI solutions, agents, cognitive services, and conversational AI systems that integrate seamlessly into enterprise ecosystems. I've delivered robotic process automation (RPA) solutions using Power Automate that are efficient, cost-effective, and user-centric. Through hands-on leadership, I've defined go-to-market strategies for AI-powered workforce transformation, aligned technical architectures with evolving market needs, and driven customer enablement through workshops, executive briefings, and solution design sessions. I regularly deliver "Agent in a Day" workshops to accelerate adoption and empower teams.