Microsoft Copilot adds new AI agents — automation for sales and customer service

Microsoft is expanding Microsoft 365 Copilot with new agent features and deeper integration with Dynamics 365 and Microsoft Teams. Artificial intelligence is meant not only to answer questions, but also to carry out business tasks and support people in everyday work.

Copilot becomes an intelligent coworker

On 8 October 2026 Microsoft announced further Copilot extensions, including 30 new skills integrated with Dynamics 365. In Copilot Cowork those skills are generally available.

The new capabilities cover sales, customer service and business analysis without constantly switching between applications.

Copilot can, among other things, review the history of a customer relationship, prepare information before a meeting, surface deals at risk and propose CRM updates. Approving a change and sending a reply stays with the employee.

Autonomous AI agents

One of the main directions is using AI agents for multi-step business processes.

Microsoft is developing solutions such as:

• Sales Development Agent — supports finding new customers, researching prospects and sales activity. Microsoft lists it in public preview.
• Service Agent — helps with cases, customer history and draft replies. New autonomous capabilities in Microsoft 365 are in private preview for a selected group of Frontier customers.
• Copilot Cowork — handles current customer tasks and prepares materials using information and tools available in the organisation. The 30 new CRM skills are generally available here.

Microsoft describes delegation of recurring work separately in Autopilot, which remains in private preview. Depending on the product and the feature, capabilities can be in preview or generally available.

Integration with Microsoft Teams and Dynamics 365

An important change is the ability to use CRM data inside everyday tools, including Microsoft Teams. CRM in the flow of Teams is in public preview.

People can get customer information faster, prepare for meetings and review service cases.

That reduces manual searching across systems and leaves more attention for work that needs a person directly.

A simple flow: from Microsoft Teams and Microsoft 365, through Copilot and AI agents, to Dynamics 365 and process automation.

What this means for companies

The development of Microsoft Copilot shows artificial intelligence moving beyond generating text and answering questions.

Modern AI systems can take part in real business processes, supporting people in analysis, communication and automation of repetitive work.

For companies, that can mean:

• Higher effectiveness of sales teams.
• Shorter customer-service cycles.
• Automation of selected business processes.
• Better use of data already held in Microsoft 365 and Dynamics 365.
• Custom AI agents shaped to the organisation.

Alterkom — AI connected to the business

Alterkom helps companies adopt Microsoft technology, artificial intelligence and business-process automation.

Microsoft 365, Copilot, IT infrastructure and Alterkom’s own agent solutions can form an environment in which AI supports everyday work.

Want to use Microsoft Copilot and AI agents in your company? Contact Alterkom and see how an AI rollout can fit your business.

Sources

Microsoft Copilot Blog, 8 October 2026 — CRM in the flow of work and agents for sales and service

Microsoft Dynamics 365 Blog, 8 October 2026 — 30 new CRM skills