Customer self-service agent
Deflect routine inquiries with a Copilot Studio self-service agent.
A Copilot Studio agent answers common customer questions and completes routine tasks, deflecting volume from live agents.
Bounded single agent (rung 5 of 6). The model chooses some of the steps and tools, inside explicit limits.
An agent: the model chooses part of the sequence at runtime, so it can only be tested on its outcome and its bounds.
- Autonomy: T3 · Act and notify
- Acts within limits and reports afterwards. Reversible actions only. Human role: monitors, samples, and can reverse.
- How it is governed
- Outcome and bounds only. Loop limits, tool permissions, hooks, an authority matrix and per-step autonomy tiers.
- Anthropic (Claude Certified Architect – Foundations (CCAR-F))Agent: the model dynamically directs its own process and tool use. source
- OpenAI (OpenAI agent guidance (Agents SDK, Codex, OpenAI Academy))Agent: a model with instructions and tools, run in a loop to complete a task on your behalf. source
- Google Cloud (Generative AI Leader)Agents use tools to interact with their environment and achieve tasks (exam §2.5). source
- Microsoft (AI-901 (Azure AI Fundamentals) and AB-100 (Agentic AI Business Solutions Architect))Task agents and autonomous agents; generative orchestration (AB-100). source
How Koko classifies AI · the full ladder is taught in AI & Agentic Delivery Foundations.
Try it
Illustrative demoWorked example of "Customer self-service agent" on synthetic data — edit the inputs to tailor it. Edit the inputs to tailor the output — it's baked synthetic data, so nothing leaves your browser until you run it live.
Synthetic demo company (a ~$5B high-growth US AI SaaS) — swap in any name to tailor the output.
What this run should concentrate on.