Agentic AI Seminar Highlights: Practical AI for SMEs

2. Create Meeting Outputs Faster

Across organisations, teams can spend hours converting meeting notes into project documentation, proposals, action plans and reports.  We demonstrated how AI can take meeting transcripts and quickly create structured summaries and project scope documents.

People still review and approve the outcome, but AI dramatically reduces the time spent on first drafts. As a result, teams can focus on delivery rather than administration.

3. Analyse Your Business Data

Although business leaders know that valuable information exists within their company systems, they frequently struggle to extract it quickly.

Modern AI tools can analyse information, identify trends and create reports using straightforward natural language questions. As a result, users can focus on understanding the results and acting on them, rather than having to build complex queries manually.

From our own experience, we know that businesses that learn how to use AI-driven data analysis effectively, can make faster and more informed decisions.

4. Improve Customer Service with AI

Firstly, it is important to say, that in our case, this is not about removing the human element from the Help Desk. At CSUK, we have explored ways AI can automatically interpret incoming information, and assist our service desk teams in handling support requests more effectively. We are not looking for AI to replace them, rather empower them.

For example, we have found that Agentic AI and other AI tools can support the service team by helping to:

• Prioritise support requests
• Suggest relevant knowledge articles
• Identify recurring issues
• Improve response times
• Increase consistency

The result is better service delivery and more time for engineers to focus on solving customer problems.

5. Automate Routine Business Processes

Some of the biggest productivity gains come from automating repetitive admin tasks. Typically, Agentic AI can support processes such as:

• Form processing
• Report generation
• Document creation
• Data filing
• Notifications and alerts
• Internal workflows

Over time, even relatively small automations can create significant savings when multiplied across a business.

6. Build AI Agents for Business Knowledge

A particularly exciting development is the ability to build AI agents that understand your business.

These agents can help employees find information from:

• Company documentation
• Policies and procedures
• Knowledge bases
• Historical support records
• SharePoint and Teams content

As a result, employees no longer need to search through multiple systems. By posing one question to an agent, they quickly receive accurate answers, and most importantly, from your approved business knowledge sources.

The Importance of Data, Context and Governance

A key lesson from our AI journey is that technology alone does not create value. Instead, Agentic AI performs best when it understands your business context.

Give AI the Right Business Context

Describe fully the business environment in which you operate. This may include, for example, such information as:

• Industry language
• Company terminology
• Internal procedures
• Business systems
• Customer information
• Historical knowledge

It is important to provide AI with access to relevant information through approved connectors and knowledge sources, such as your Sharepoint site. This helps to generate more useful, accurate and valuable results.

Starting Your AI Journey

Some organisations often believe they need a large AI strategy before they can begin. In reality, however, the most successful organisations start small. Above all, we recommend that you follow these practical AI guidelines.

1. Begin with a Real Business Problem

First and foremost, focus on a process that consumes time, causes frustration, and/or creates inconsistency.

2. Test One Practical Use Case

Next, choose one area where AI can provide measurable value.

3. Measure The Results

Then, track improvements in productivity, efficiency and user experience.

4. Learn and Refine Before You Scale

After that, learn, refine and update as you progress. Remember that learning is an important part of the process. There is no guarantee that every experiment will succeed first time. In practice, several iterations may be needed before you perfect your agent.

5. Expand What Works

Finally, expand successful use cases across the organisation.

Agentic AI Seminar Highlights

To summarize, the key messages for our SME business leaders, from our seminar on Agentic AI were:

✅ Start with business problems, not technology.

✅ Leverage AI rather than simply using it.

✅ Keep people responsible for quality and decision-making.

✅ If a repetitive task takes more than 15 minutes, ask whether AI can help.

✅ Break complex processes into smaller tasks.

✅ Good governance enables AI success.

✅ Small productivity gains add up to significant long-term benefits.

Frequently Asked Questions

1) What does Microsoft Copilot do?

Microsoft Copilot is an AI assistant that works within Microsoft 365 to help users create content, analyse information, summarise meetings, manage emails and improve productivity.

2) How does Agentic AI differ from standard AI Tools?

Agentic AI goes beyond answering prompts. For instance, it can work towards objectives by planning actions, gathering information, using approved tools and adapting to changing situations.

3) Is Microsoft Copilot secure?

Importantly, Microsoft Copilot operates within Microsoft 365 security controls and respects existing user permissions, compliance policies and data governance settings.

4) Can small businesses benefit from Agentic AI?

Yes. As we have shown, SMEs can achieve significant gains by using AI to automate repetitive administration, improve customer service and reduce time spent on manual tasks.

5)Where should my business begin with Agentic AI?

At the outset, start with one measurable business process, test a small use case, review the results and expand gradually as value is demonstrated.

• consultations to assess your current setup and identify affected devices.
• Tailored migration plans to suit your business needs.
• Flexible options – whether you’re upgrading existing devices, leasing, or purchasing new ones.
• Deployment and training support so your teams can hit the ground running.

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