Agentic AI in Action: Build AI Agents for Helpdesk Professionals

Agentic AI is revolutionizing business operations by enabling AI-powered agents to automate tasks and enhance user experiences. In this course, instructor Bryan Li guides you through the fundamental concepts of agentic AI and AI agents, helping you understand their role in modern business. Through hands-on exercises, you'll put agentic AI into action by building AI agents using the low-code development platform Microsoft Copilot Studio. As a key example, you'll develop an IT support AI agent that automates helpdesk tasks, responds to user inquiries, and improves operational efficiency. Learn how to enhance AI agents with custom knowledge, triggers, topics, and actions, as well as publish and monitor them to ensure optimal performance. Whether you're new to AI or looking to expand your skills, this course will equip you with the tools to build powerful AI-driven solutions for your business.

Learning objectives

• Explain the evolution of Agentic AI and its transformative impact on business operations, particularly in IT support and helpdesk environments.
• Design and develop functional AI agents using Microsoft Copilot Studio's low-code platform to automate common helpdesk tasks.
• Integrate relevant knowledge sources into AI agents to enhance their ability to address specific business and IT support inquiries.
• Configure conversation flows using topics, entities, and variables to create natural and effective helpdesk support interactions.
• Implement custom actions and triggers that enable AI agents to perform specialized IT support tasks and respond to system events.
• Deploy AI agents across multiple communication channels with appropriate authentication mechanisms for enterprise use.
• Analyze agent performance metrics to optimize effectiveness and continuously improve AI-driven helpdesk solutions.