Microsoft unveils new AI agents for sales and service in Copilot
Microsoft is introducing new purpose-built AI agents for sales and customer service processes, integrated into Copilot and Dynamics 365 to drive measurable business outcomes.
What happened?
Microsoft is launching new AI agents for sales and customer service within the framework of Microsoft Copilot and Copilot Studio. The initiative introduces a Sales Development Agent and a Service Agent, alongside reusable Dynamics 365 capabilities and integrated CRM support directly within the workflow.
Key facts
| Offentliggörande | 23 oktober 2026 |
|---|---|
| Huvudkomponenter | Sales Development Agent och Service Agent |
| Plattformar | Microsoft Copilot, Copilot Studio, Dynamics 365 |
Why it matters
The technology giant states that the purpose of the launch is to help companies move from AI experimentation to measurable business outcomes by automating and supporting core sales and service processes.
Who is affected?
The features are aimed at enterprises, sales organisations, and customer service departments that utilise the Microsoft ecosystem, Dynamics 365, and Copilot Studio.
Impact on the EU
Microsoft has presented the features globally via the Partner Center, but detailed roll-out plans and terms for individual regions have not been specified in the announcement.
What else you should know
The launch also includes new agent accounts and support for Microsoft Contact Center Intelligence via Copilot Studio.
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