Microsoft rolls out ‘AI agents’ for business that can handle customer service, supply management
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Microsoft rolled out 10 autonomous agents for its Copilot AI platform that can carry out a range of roles including supply chain management and customer service.
PHOTO: REUTERS
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SAN FRANCISCO - Microsoft is launching autonomous artificial intelligence (AI) agents, or virtual employees, that can perform routine tasks such as handling client queries and identifying sales leads as it aims to accelerate business adoption of AI.
The US tech titan is also giving customers the ability to build their own AI agents, as well as releasing 10 off-the-shelf bots that can carry out a range of roles including supply chain management and customer service.
The AI agent has become the newest buzzword for major software companies that are investing billions in powerful AI models, which they believe will shape the future of computing.
Microsoft has moved fast in pushing generative AI technology to everyday users, largely using the models from its US$13 billion (S$17 billion) partnership with OpenAI, the maker of ChatGPT.
Agents are intended to advance generative AI from ChatGPT-style chatbots, which require human prompts, to systems that can operate without human intervention.
In a blog post, Microsoft introduced 10 autonomous agents for its Copilot AI platform, tailored to support sales, service, finance and supply chain teams.
These agents will be available for public preview starting in December, with a full roll-out planned through 2025.
“Think of agents as the new apps for an AI-powered world. Every organisation will have a constellation of agents – ranging from simple prompt-and-response to fully autonomous,” Microsoft chief marketing officer Jared Spataro explained.
The company envisions these agents facilitating a transition from today’s traditional business routines to new work habits that are driven and increasingly carried out by AI.
Additionally, Microsoft announced the upcoming public preview of Copilot Studio, a tool that enables companies to create and manage their own AI agents.
Other tech giants are also exploring a deployment of AI agents, with venture capitalists pouring money into start-ups offering their own take on the concept.
Salesforce chief executive Marc Benioff, whose company in September announced its own slate of AI agents, criticised Microsoft’s efforts.
“When you look at how Copilot has been delivered to customers, it is disappointing. It just doesn’t work, and it doesn’t deliver any level of accuracy,” Mr Benioff said last week.
AI chip juggernaut Nvidia, Google and Oracle have also announced AI agent projects.
Although their powers remain limited for now, the development of autonomous agents capable of independent action has raised concerns about potential risks.
Microsoft assured that these new agents, currently limited to non-complex tasks, adhere to strict security, privacy and responsible AI guidelines.
“Once these agents are created, IT administrators can apply a comprehensive set of features to govern their use,” it said. AFP
