Session Abstract

Autonomous agents are transforming customer service by enabling scalable, real-time support across channels. But is building such agents as simple as it seems? This talk explores the technical challenges behind autonomous customer service agents, including intent recognition, dialogue management, reinforcement learning, and handling ambiguity in human input. We’ll also discuss trade-offs between automation and human oversight, and what it takes to deploy agents that are both effective and trustworthy in real-world scenarios. Ever wonder how we build autonomous agents? The boring Governance All this and live demo and more will be subject for this session.

Kai Stenberg

I have been a Microsoft MVP since 2022, in 2026 I was awarded for the 6th times, and this time in M365 & Business Application with the tech area of Microsoft 365 & Copilot Studio. One of my key mantra is as all MVP's "Sharing is Caring". This I predict both at work and in the community. For some years I have also helped organize MVP-Dagen and Collabdays Oslo together with several MVP's. For 12 seasons I have run the Podcast TeamsCastAway, a Norwegian podcast that started to just speak about Teams and Teams addoons. During the years, this is now also speaks about M365 Copilot and Copilot Studio. Without working as Copilot SME in Capgemini I have long experience as a consultant for more than 29 years. To be on stage share my knowledge and experience is one of the things I really like.