Imagine a workplace where AI agents don’t just support your team, they transform how tasks get done, unlocking new levels of creativity, speed, and impact. That future isn’t on the horizon, it’s here.
According to the latest Microsoft Work Trend Index Annual Report, nearly half of leaders say their companies are already using agents to fully automate workflows or processes across departments and functions. This shift is not just about efficiency, it’s about reimagining how work gets done using the latest AI innovations, and our systems integrator (SI) partners are leading the charge.
Across industries, SIs are introducing intelligent agents that streamline operations, boost productivity, and create entirely new customer experiences. These aren’t experiments; they’re high-impact solutions delivering measurable results. And behind many of them are Microsoft 365 Copilot, agentic AI, and a deep partnership with Microsoft.
Microsoft offers an extensive set of resources to accelerate adoption and achieve tangible results with agents, from low-code and pro-code development tools like Microsoft Copilot Studio and Microsoft 365 Agents Toolkit to knowledge hubs like the Microsoft 365 Dev Center.
We also empower our partners to find new ways to deliver customer value with cloud and AI through the Microsoft AI Cloud Partner Program, which features a portfolio of tools, resources, and offers, one of which I’m proud to highlight in this blog post.
Microsoft 365 Copilot and agents accelerate customer success
This year, a select group of specialized SIs participated in a six-month initiative in which they explored the full range of Copilot extensibility from declarative agents to custom engine agents, across both low-code and pro-code environments. The initiative focused on key skilling and agent development capabilities that place partners in what NTT DATA’s Senior Vice President and Global Head of Digital Workplace Services, Sujay Bhattacharya, describes as “a very unique position to accelerate business value for our customers.” Let’s explore how these SI partners leveraged these skills and resources to drive outcomes for their customers.
NTT DATA worked with a large security and facility services provider to orchestrate a team of AI agents that could oversee and quality-check each other’s work. The result? Service desk agent efficiency increased by 30%. A similar solution, built with a large manufacturing client, boosted customer satisfaction by up to 15% and improved agent productivity by up to 25%.
These outcomes were made possible by advanced multi-agent orchestration (now in public preview in Copilot Studio) combined with platforms like Microsoft Azure AI Foundry and Microsoft Visual Studio.
Tata Consultancy Services (TCS) partnered with an international engineering consultancy to launch a virtual assistant for handling company-related queries. Rapid enhancements expanded its capabilities far beyond the original scope, driving a 30% increase in business availability with 95% response accuracy. Employees saw a 25% productivity boost, and service desk contacts dropped 38%.
Shekhar Kulkarni, Global Head of the Digital Workplace Unit at TCS, says: "By combining a systematic approach to agent development with the cutting-edge capabilities of Copilot, we are empowering our customers to transform their digital environments into intelligent ecosystems that foster productivity, collaboration, and innovation."
Kyndryl rolled out an AI service desk agent across three customers, achieving a 50% jump in customer satisfaction, deflecting more than 40% of ticket volume over the past year, and cutting expenses to 33% of the previous solution. Building on this momentum, they are now exploring the multilingual capabilities of Copilot to support global customers even more effectively.
Capgemini has broadened its capability to rapidly design, develop, and deploy Copilot agents for enterprise organizations across industries. With semi-automated agent creation, what once took days now takes minutes, improving developer productivity and saving customers both time and money, thanks to the scalable, low-code capabilities of Copilot Studio.
Cognizant saw an opportunity to unify access to generative AI and agents through a single interface with Microsoft 365 Copilot Chat. For a major pharmaceutical customer, they built five specialized agents to manage patient data, streamlining workflows and enabling more accurate, timely decisions. “This has truly been a game-changer for us,” says Reed M. Wiedower, Microsoft Innovation and Enablement Leader at Cognizant, of the initiative.
Empowered with new skills, our SI partners are better equipped to deliver digital transformation for their customers. But the results don’t stop there. SIs are now applying these skills internally, creating a multiplier effect and further scaling their impact, as they find new ways to innovate and build even more powerful agents.
- NTT DATA deployed their Workplace Smart AI Agent™ suite internally to reduce migration costs and complexity.
- Kyndryl expanded the skills of more than 35 professionals through internal train-the-trainer initiatives.
- Other partners launched in-house skilling initiatives to enable their consultants to serve even more customers.
How Microsoft learning paths empower continued innovation for systems integrators
We are using key learnings from this initiative to make our extensive library of resources even more impactful. For SIs just beginning their journey, the Partner Skilling Hub provides comprehensive skilling and development resources to build technical and sales capabilities with Microsoft 365 Copilot and agents.
Agentic AI is here. As it continues to transform our work, accelerate decision-making, and enhance collaboration, our SI partners are proving just how impactful it can be. Microsoft is proud to support their vision, speed their progress, and celebrate their results. I look forward to seeing how these and other SI partners continue to use what they’ve learned to embrace agents and create innovative, customer-centric solutions.
Take advantage of resources for partners today:
Learn more about Microsoft 365 Copilot and agents: