AI agents are virtual teammates that work on behalf of a person, team, or entire organisation. Built to learn, adapt, and act independently they go beyond simply following instructions. By responding to real-time information, making decisions, and minimising errors, AI agents help handle everyday tasks—freeing up people to focus on more strategic work.

Copilot Studio is a platform that allows users to build and customise their own AI agents or copilots. It’s designed for creating tailored solutions that automate tasks or workflows. Microsoft 365 Copilot, on the other hand, is an AI assistant built into Microsoft 365 apps like Word, Excel, and Teams. It helps users be more productive by assisting with writing, summarising, analysing, and automating tasks within those apps.

AI agents are not designed to replace humans. Their main purpose is to support and enhance human work by automating repetitive or data-heavy tasks. In some cases, they may take over elements of certain roles, but the broader goal is to free up human time for more strategic, creative, or interpersonal work. Think of them as your assistant.

Agentic AI is implemented to improve efficiency, reduce manual effort, and enable smarter decision-making. It allows businesses to automate complex workflows, personalise user experiences, and scale operations without increasing headcount. It’s especially useful in environments where speed, accuracy, and responsiveness are important.

Use cases for agentic AI include automating customer service through chatbots, streamlining internal processes like onboarding or policy Q&A, enhancing marketing with campaign analysis and content generation, optimising operations such as inventory management, and supporting sales with lead qualification and proposal creation.

Telefónica Tech can help you identify specific use cases for your organisation in our Agentic AI Envisioning Workshop. Get in touch today to learn more →