Agentic AI expert sees Copilot Studio as catalyst for growth

Acuvate is known as one of the most experienced Microsoft partners globally for driving customer success with AI agents built on Microsoft Power Platform and Azure. When Microsoft Copilot Studio was introduced, Acuvate immediately saw the potential to take its agentic AI business to the next level. “Copilot Studio, with its agentic AI capabilities and integration with Azure OpenAI model, allows us to take our existing IP around AI agents and hyperautomation scenarios and make it even more powerful,” said Hemanth Kumar, Senior Vice President of Acuvate North America. “The ability to offer natural language and goal-based interactions in place of traditional flow-based or button-based approaches transforms the customer experience.”

To facilitate new engagements with Copilot Studio, Acuvate has created a series of agent accelerators that span across industry-focused and horizontal IT solutions. For example, in customer service scenarios, Copilot Studio integration with Microsoft Dynamics 365, NICE, or ServiceNow can deliver natural language-enabled interactive voice response (IVR) and chat agents. These accelerators with conversational flows and custom actions within Copilot Studio, make agents extremely quick to implement for customers. “Our accelerators are a big differentiator for us,” said Satheesh Kothakapu, Senior Technical Architect at Acuvate. “They enable our teams to stand up prototypes that showcase the real-world impact of deploying Copilot Studio agents for a customer in the time that other organizations would take to run a technology assessment.”

Even though Copilot Studio has only been in market for a little over a year, 60 percent of Acuvate’s current engagements are already focused on it. “Copilot Studio agentic AI capabilities and its ability to connect with various line of business systems as part of a low-code platform with generative AI features, resonate with customers and rapidly increase our ability to drive customer impact,” said Kumar.

Cruise line meets ROI goals in just 3 months with Copilot Studio

When a recognized leader in the cruising industry wanted to provide faster, more personalized support for customers and travel advisors, it turned to the experts at Acuvate. The company wanted a virtual agent that could use advanced, natural language to have conversational engagements with customers and help streamline what can be a fairly complicated process of booking a cruise.

Working with Acuvate, the cruise line used Copilot Studio to create a digital concierge that helps customers book new cruises and address a wide range of customer questions with natural language. This digital concierge was delivered in just three months and has achieved strong resolution rates, handling thousands of conversations a week. “We’ve been very impressed with Copilot Studio. What we’re finding is that when customers engage with the digital concierge, they’re more likely to find the right cruise that fits their own needs than if they don’t engage at all,” said Kumar. In fact, the uplift in sales and cruise bookings since the virtual agent has been live has provided 100 percent return on investment in just three months – something the cruise line expected to take three years.

Continued opportunity for low-code innovation

Due to rapid results with early customers, Acuvate has been able to expand its engagements around Copilot Studio, broadening agent use in new markets for its customers.

The combination of Copilot Studio and Power Platform is a linchpin in Acuvates’ ability to enable agentic AI capabilities across all solutions and workloads. “We see Power Apps, Power Automate, and Copilot Studio playing a vital role in all of our solution offerings moving forward,” said Kumar. “I think it’s going to bring the entire low-code platform together in a powerful way and enable hyperautomation in organizations.”

"Copilot Studio, with its agentic AI capabilities and integration with Azure OpenAI model, allows us to take our existing IP around AI agents and hyperautomation scenarios and make it even more powerful."

—Hemanth Kumar, Senior Vice President of Acuvate North America

Acuvate accelerates transformation with Copilot Studio