Midmarket businesses face a trio of persistent challenges that can hamper revenue growth: customers expect instant, 24/7 access to information, sales teams are expensive to scale and often experience high turnover, and the cost of training new salespeople continues to rise. These pressures can strain even the most efficient organisations—especially when consistent, accurate communication is critical to closing deals.

AI agents offer a smart and scalable solution to help build a sales pipeline and empower your human salespeople to deliver better results with minimal effort. Microsoft Copilot Studio offers a low-code solution that answers FAQs, qualifies leads, and supports your sales process - day or night. It’s like having a top-performing sales assistant who never sleeps, never leaves, and never needs retraining.

What Is Microsoft Copilot Studio

Microsoft Copilot Studio is a visual, low-code development environment that allows businesses to build, test, and deploy AI-powered agents—also known as copilots. These agents can be embedded into websites, CRM systems, or Microsoft Teams to automate conversations, answer questions, and even complete tasks.

Unlike traditional chatbots, Copilot Studio agents are powered by generative AI and can access enterprise data securely, making them far more intelligent and context-aware.

Why should you care?

The ability to scale customer engagement without scaling headcount is a game-changer. A custom Copilot agent can:

• Answer FAQs 24/7 without human intervention.
• Qualify leads by asking intelligent, dynamic questions.
• Provide product recommendations based on customer needs.
• Integrate with CRM systems like Dynamics 365 or Salesforce to log interactions and trigger workflows.

This means your sales team can focus on high-value conversations while your AI agent handles the rest.

Step-by-step: How to build a custom sales agent in Copilot Studio

1. Define Your Use Case

Start by identifying the most common questions your prospects ask—pricing, product features, onboarding, etc. These will form the foundation of your agent’s knowledge base.

2. Access Copilot Studio

Copilot Studio is available through Microsoft Power Platform. Once inside, you can create a new agent using a guided interface—no coding required.

3. Train Your Agent

Upload documents, FAQs, and product sheets. Copilot Studio uses retrieval-augmented generation (RAG) to ground its responses in your content, ensuring accuracy and brand alignment.

4. Add Logic and Actions

Use the visual flow designer to add logic. For example:

• If a user asks about pricing, show a pricing table.
• If a lead is qualified, trigger a CRM workflow to notify sales.

5. Test and Deploy

Copilot Studio includes a built-in test environment. Once satisfied, you can deploy your agent to your website, Teams, or even embed it in email campaigns.

Microsoft provide a quickstart guide on how to create an AI agent in Copilot Studio. View the article here

Real world example: A custom agent in Financial Services

Consider a midmarket financial advisory firm that receives a high volume of inquiries about investment products, retirement planning, and regulatory compliance. With a custom Microsoft Copilot agent built in Copilot Studio:

• A prospective client visits the firm’s website and asks, “What are your options for tax-efficient retirement planning?”
• The agent responds with a personalised explanation, links to relevant whitepapers, and offers to connect the user with a certified advisor.
• If the user agrees, the agent schedules a consultation via Outlook and logs the interaction in the firm’s CRM system—ensuring compliance and follow-up.

This intelligent automation not only improves client experience but also ensures that advisors spend more time on high-value consultations rather than repetitive queries.

SEO Benefits and Brand Authority

By embedding a Microsoft Copilot agent on your site, you not only improve user experience but also boost SEO. Google favors websites with fast, helpful responses and structured data—both of which your agent can provide.

Take advantage of Microsoft Copilot

Copilot studio offers a strategic opportunity to modernise customer engagement. By building a custom agent tailored to your sales process, you can reduce response times, increase lead conversion, and free up your team to focus on what they do best—closing deals.

If you need assistance building your AI agents, entrustIT have expert Microsoft consultants on hand to offer you the help you need to capitalise on the power of AI in your business.