Generation-e

AI & Platforms / AI & automation

We build AI agents and automation for the tasks people repeat.

We start with one task you've agreed, build it in Copilot Studio or Power Platform, and test it with the people who do it now. Each agent gets an owner, limits on what it can reach and someone who checks its work.

Talk to us about agents and automation
Three colleagues map a process with sticky notes on a glass wall. Illustrative image.

Agent projects stall without an agreed task and an owner.

Copilot Studio makes an agent quick to build. Agreeing what it should do, what it can reach and who answers for it is the slow part.

People across the business can build their own agents, too. Each one is another thing with access to your data, and often nobody's looking after it.

Agree the task before building the agent.

We start with the people who do the task today. Together we map its steps, decide where an agent or an automation fits and agree what a good result looks like.

Then we build it, test it with those people and adjust it until it does the job.

AI agents can answer your customers too.

In a contact centre, an AI agent can handle routine requests, like changing an appointment or resetting a password, and pass the rest to a person.

Our CX & Communications team builds these with Microsoft or NICE, and sets the same rules for what each agent can reach and who owns it.

See how AI works in a contact centre
A contact-centre adviser wearing a headset listens to a caller. Illustrative image.

What each agent has before it goes live

We agree these with you for every agent we build.

  • A named owner in your organisation
  • A clear task, written down
  • Access to only the information that task needs
  • A person who checks its work
  • A record of what it did and when
  • A plan for updating it, and for switching it off

Agent governance

Your agents need governing like your people.

An agent can read files, send messages and update records, so it needs the care you'd give a new starter. Some of yours may already be running with no owner and more access than their task needs.

In our agent governance workshop, we look at the agents you have, who owns them and what they can reach, and agree the rules for building the next ones. Tell us roughly how many agents you know of and who builds them, and we'll call to propose the workshop. We agree its scope and cost with you before it starts.

Ask about an agent governance workshop
An operations manager runs a pen down a printed list while an IT lead checks his laptop beside her. Illustrative image.

Questions about agents and automation

What's a good first task for an agent?

One that people do often and that follows clear rules, such as answering common staff questions from your own policies. Build one, see how it does, then pick the next.

Can an agent work with systems outside Microsoft 365?

Yes, through connectors, where the other system supports them. Each connection widens what the agent can reach, so we agree its access first.

What if a task needs more than Copilot Studio?

We use Power Platform for workflows, forms and simple apps, and build custom AI on Microsoft's cloud where a task needs it.

Who looks after an agent once it's built?

An owner in your team, named before it goes live. If you have a list of agents and automations to build and maintain, Continuous Capability gives you our specialists for an agreed term.

Related services

Bring one task you'd like off your team's desks.

Tell us what it is, who does it now and which systems it touches. We'll call to talk through whether an agent or an automation suits it.

Talk to us about agents and automation