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Tag: Microsoft 365 Copilot

  • Frontline AI in action: How AI-powered tools are reshaping work where it matters most – Microsoft in Business Blogs

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    Frontline workers are the foundation of every industry—from retail and healthcare to hospitality and field services. Yet for years, they’ve been asked to increase productivity and deliver more value, faster, often with tools that weren’t designed for the specific realities of frontline work.

    Today, that dynamic is shifting.

    When AI is applied in practical, governed ways, it has the power to transform everyday work—reducing friction in daily workflows, empowering faster and more confident decision-making, and giving workers back time for what matters most: human connection. This shift isn’t theoretical. It’s already unfolding across frontline environments, driven by tools that meet workers where they are—on shared devices, on mobile, and inside the applications they already use.

    Voices from the Frontline: AI in Action is a limited podcast series, hosted by bestselling author and industry influencer Ron Thurston and sponsored by Microsoft. Across the series, frontline leaders and practitioners share how AI is being used today to simplify work, strengthen service, and support people—not replace them.

    Below are the key themes emerging from those conversations.

    Bringing AI into everyday frontline workflows

    For frontline teams, adoption starts with simplicity.

    Rather than introducing entirely new systems, organizations are embedding AI into familiar tools—making it easier to access intelligence without disrupting the flow of work. AI agents are emerging as the next evolution of workplace apps: purpose-built, task-focused assistants that help frontline employees find information, complete routine tasks, and stay organized. Microsoft 365 Copilot is centering agents at the core of frontline digital transformation.

    Because Copilot is embedded across Microsoft tools, frontline workers can access support through a single, intuitive entry point. This reduces context switching and lowers the barrier to adoption—especially in high-paced environments.

    As Abbie Sweeney, a program leader on the Microsoft 365 Copilot team, explained during the podcast series, “the goal isn’t automation for its own sake. It’s removing everyday friction so workers can focus on customers, patients, and guests.”

    Simplifying scheduling, reporting, and communication

    Some of the most immediate impact of AI shows up in the least glamorous tasks.

    Across industries, frontline leaders spend hours each week on scheduling, reporting, and administrative follow-up. AI can help streamline these processes—summarizing emails, generating meeting notes, and answering operational questions in seconds.

    For frontline employees, this means faster access to information like inventory availability, shift details, or process guidance without leaving the floor or logging into multiple systems. These time savings compound quickly, freeing up capacity for higher value, customer facing work.

    Sweeney also emphasized that, “making those processes efficient is really what Copilot is about—giving time back to the people who need it most.”

    AI in action on Microsoft’s own frontlines

    Microsoft applies the same tools internally that it brings to customers.

    At the Microsoft Experience Center in New York City, frontline associates use Copilot in Microsoft Teams and Microsoft Dynamics 365 to coordinate work, manage events, and support customers in a live retail environment. From onboarding new hires to managing high volumes of customer interactions, AI helps associates stay informed and responsive—even during peak demand.

    New employees can ask Copilot questions to quickly learn procedures and find answers without digging through long documents. Managers rely on AI to help them keep track of schedules, emails, and event logistics, ensuring teams have what they need to deliver consistent experiences.

    This “customer zero” approach allows Microsoft to learn, iterate, and scale frontline innovation based on real-world use.

    Scaling AI responsibly, with people at the center

    One theme cuts across every conversation in the series: successful AI adoption is people led.

    Rather than imposing new tools from the top down, organizations are seeing stronger results when they empower frontline employees to experiment, provide feedback, and shape how AI fits into their work. With clear governance and responsible AI principles in place, this approach supports organic adoption, faster iteration and sustainable scale—without compromising trust or security.

    The result is not just operational efficiency, but improved customer experiences, greater consistency, and enhanced connection at the frontline.

    The future of frontline work

    Technology alone doesn’t transform work—people do.

    When frontline teams are equipped with AI tools that respect how they work and what they value, the impact is immediate and tangible. Communication becomes clearer. Decisions happen faster. And workers gain more time to focus on the human moments that define great service.

    These aren’t future-state aspirations. They’re happening now, across industries, as organizations rethink how AI can truly support the people on the frontlines.

    Listen to the full series

    Explore Voices from the Frontline: AI in Action, a limited podcast series, hosted by bestselling author and industry influencer Ron Thurston and sponsored by Microsoft.

    🎧 Listen on Apple Podcasts
    🎧 Listen on Spotify
    📺 Watch on YouTube

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  • A CISO’s guide to future-proofing security – Microsoft in Business Blogs

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    Setting the stage: Why these conversations matter

    In today’s rapidly evolving threat landscape, security leaders are being asked to do more with less. Shrinking budgets, hiring freezes, and reduced access to critical tools are the new reality for CISOs and their teams. Yet, the expectations have never been higher: business resilience, regulatory compliance, and innovation must all move forward often simultaneously.

    That’s why I sought out Microsoft’s top security minds during Security Summit Days. My goal was to surface the questions that matter most to CISOs to share actionable insights for navigating uncertainty, driving transformation, and building a future-ready security strategy.

    The silo problem: Why integration is non-negotiable

    I started by asking: What’s the biggest challenge facing security leaders today? The answer was unanimous.

    “The biggest challenge for leaders is that a lot of products work in silos… We need to focus more on the ecosystem versus these siloed products.”
    — Emmanuel Taiwo, Microsoft Senior AI Security Solution Engineer Leader

    This resonates with what I’m hearing across the industry. CISOs are expected to manage everything from risk assessments and compliance to incident response and board-level strategy—often with fewer resources and less support1. Integration isn’t optional; it’s the only way to do more with less.

    From reactive to proactive: The AI advantage

    I pressed the team on how organizations can shift from a reactive to a proactive security posture. The consensus? AI is a game-changer.

    “Leaders have moved from a reactive to a more proactive approach… They want to focus more on a proactive approach to know about a vulnerability and threat before it could happen.”
    — Kriti Arora, Microsoft Senior Security & Compliance Solution Engineer

    With budgets tight, CISOs are prioritizing high-impact areas like identity management and zero-trust architecture over broader awareness programs2. AI-driven tools like Microsoft 365 Copilot, Defender, and Sentinel help organizations anticipate threats, automate responses, and visualize their entire attack surface—across cloud, hybrid, and on-premises environments.

    Data at the center: Know what you’re protecting

    With so much data, how do you know what to protect? I challenged the group, and the answer was refreshingly practical:

    “First, you need to understand what is the data that is important for your organization. If you don’t have the knowledge, it is very hard to put controls on it.”
    — Liliane Scarpari, Microsoft Security Solution Engineer

    For CISOs, this means investing in data classification, governance, and compliance, especially as new AI regulations emerge globally. When resources are limited, knowing your “crown jewels” is the only way to focus your defenses where they matter most.

    Security is everyone’s job: Building a security-first culture

    Who owns security in a modern enterprise? The answer: Everyone.

    “I don’t think we could just look at this as an IT professional, a security professional… We have to think about everyone being part of this transformation.”
    — Michael Billy, Microsoft Security General Manager

    Training, awareness, and inclusive practices are essential. But with CISOs stretched thin, it is more important than ever to empower every employee to play their part.

    Real-world impact: What success looks like

    I wanted specifics. What does success look like when organizations get this right?

    “When you bring [in] Sentinel and you’re able to bring these third party applications into that platform, you have cross correlation across everything—that’s immediate response data. In my experience in industry, that’s unheard of. Usually you’re having to pull this data set, pull that data set, and trying to bring them together. It just doesn’t work. With Sentinel and XDR, you’re getting a full picture of your estate quickly and more effectively. Overall, it’s going to take you a lot less time.”
    — Mike Taylor, Microsoft Senior Security Solution Engineer Leader

    The bottom line: Integrated, AI-powered security delivers measurable business value—speed, efficiency, and resilience—even when budgets are tight.

    Responsible AI and continuous improvement

    How do we keep improving? I closed by asking about the future.

    “Go back to the core fundamentals, know your estate, know what data you’re trying to protect. Ultimately, as you prepare for AI, you have to ensure that you have those identities. Make sure you have the data classifications established so you’ll be able to quickly move and pivot.” — Mike Taylor, Microsoft Senior Security Solution Engineer Leader

    Continuous learning, responsible AI, and transparent governance are non-negotiable for leaders who want to stay ahead.

    My takeaways for CISOs, BDMs, and SDMs

    If you are leading security, here is what I would tell you after these conversations:

    • Break down silos. Integration is your best defense.
    • Invest in AI. Use it to anticipate, not just react.
    • Know your data. You cannot protect what you do not understand.
    • Empower your people. Security is everyone’s job.
    • Never stop learning. The threat landscape—and the technology—will keep evolving.

    Continue your security leadership journey

    The journey to future-proofing security does not end here. Each interview in the Security in the Age of AI: A Microsoft Leadership Series offers actionable insights and proven strategies from Microsoft’s security leadership—designed to help you lead with confidence in an evolving threat landscape.

    Explore the full interview series and actionable knowledge directly from Microsoft’s security leaders on the topics that matter most:

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  • Reimagining public service: OPS’s digital transformation journey – Microsoft in Business Blogs

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    What does it take to reimagine government for millions of citizens? The Ontario Public Service (OPS), an organization that serves 16 million Canadian citizens across Ontario, is answering that question—delivering faster, more equitable, and more trusted services through digital innovation. By harnessing Microsoft Dynamics 365, Power Platform, and responsible AI, OPS is setting a new standard for public sector transformation, proving that technology can drive meaningful change for both citizens and employees.

    Citizen impact: Faster, frictionless, and more equitable services

    OPS’s modernization initiative is more than a technology upgrade—it’s a reimagining of the citizen experience. Since launching its digital transformation:

    • Customer satisfaction has surged by 11%, with 80%+ approval across services.
    • Service times are 50% faster, saving Ontarians an estimated 80,000 hours annually.
    • License plate renewals are now automated, eliminating 90,000 hours of manual effort each year.
    • Contact center efficiency is up, with 14% faster call resolution and lower call volumes.

    As Roy Thomas, Head of Citizens and Business Experience Practice at Ontario Public Services, explains, “We are really trying to focus on customer satisfaction and building frictionless services for our end users—the general public in Ontario. From services we’ve implemented, we’ve realized over 11% increase in customer satisfaction scores. Over 80% of our users are really satisfied with the services.”

    Platform adoption: Scaling innovation across ministries

    OPS’s success is rooted in a shift from isolated projects to a platform operating model. Standardized governance, reusable patterns, and shared KPIs ensure every new build is faster, safer, and more scalable. Knowledge bases and case flows are reused across ministries, accelerating delivery and improving consistency.

    “We’ve been really looking at the onboarding and adoption of our enterprise platforms,” says Thomas. “That incremental uptake across different services—health card, driver vehicle, human resources—shows ongoing growth. Indicators like knowledge base activity signal that the platform model is working.”

    Responsible AI: Building trust and accountability

    OPS’s approach to AI is rooted in ethics, transparency, and public trust. An ethical AI policy ensures transparency and consent, while privacy impact assessments, guardrails and security testing uphold high standards of accountability.

    “In the Ontario government, we have ethical use of AI policy, which we’re really trying to onboard and follow across all our implementations,” Thomas shares. “We’re building transparency so people know what we’re doing with their information. It’s an ongoing journey we continue to invest in and demonstrate.”

    Microsoft partnership: A differentiator for OPS

    The partnership with Microsoft is a key driver of OPS’s success and empowers them to align innovation with public service obligations. Cost efficiency, enterprise scale, and long-term investment in OPS’s mission set Microsoft apart.

    “The reason we led towards Dynamics is really the partnership with Microsoft,” says Thomas. “It’s not just about initial delivery, but sustaining it across the board. Having a partner invested in what we’re doing is huge for us. Just by leveraging solutions, including Microsoft Dynamics, we were able to find the ministry over $20 million in savings.”

    Looking forward: AI-driven public services

    OPS is exploring AI in HR, licensing, and inspections, pointing to a future where human-agent teams are driving public services with AI agents automating routine tasks and employees focused on higher value work. The focus on both citizen and employee experience ensures services are seamless, more consistent, and more human-centered.

    “We’re focusing on reimagined service journeys, not just supplementing with chatbots but changing the journey so agent services are upfront,” Thomas notes. “Technology handles standard scenarios, allowing people to focus on the complex ones.”

    The north star

    OPS’s AI journey is about making government services simpler, faster, and more transparent—so every interaction builds trust and delivers value to Ontarians. As Thomas puts it, “The real driver for people like me is bringing value to the public. That’s what most public servants really value and cherish.”

    Interested in learning more about how Microsoft empowers public sector transformation?

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  • A blueprint for leaders: How Allegis Group unlocks, sparks and drives AI innovation – Microsoft in Business Blogs

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    At Allegis Group, empowerment is a mindset. As a global leader in workforce and business solutions, the organization has a common purpose: to create significant opportunities for people and companies to grow and thrive.  

    That purpose drives how Allegis Group operates both externally and internally. When generative AI began reshaping the business world, the organization didn’t wait on the sidelines. Instead, it leaned in and asked: 

     “How can AI help us work better and faster?” 

    What began as a spark of curiosity quickly ignited a movement, reaching HR, operations, IT and delivery teams to reimagine how work gets done. 

    Turning excitement into confidence  

    Here’s what made progress real: 

    • Education-first rollout. Teams got hands-on through demos, pilots and safe environments that made AI approachable. From rewriting Outlook emails with Microsoft 365 Copilot to extracting insights with Azure AI, employees were encouraged to ask, “what if?” and see what was possible. 
    • Leadership-driven transformation. Senior leaders didn’t just endorse AI, they championed it. With backing from the CIO and enterprise architects, AI became a clear priority, giving teams confidence to experiment and adopt new workflows. 
    • Culture of exploration. Curiosity was celebrated. Managers invited AI ideas into team discussions, and employees shared creative use cases that built momentum across departments. 

    “We weren’t focused just on leveraging the technology,” explains Pervez Nadeem, Chief Enterprise Architect at Allegis Group. “Our goal was to reshape processes, remove inefficiencies and free people from the routine tasks that can slow them down.” 

    Real change, real results 

    • Faster time-off requests. PTO calculations that previously took an average of 31 hours now close in just 13 hours with 100% accuracy, thanks to an AI-powered solution built on Azure AI.
    •  Smarter translation at scale. With the Azure AI-based Allegis Language Translation Assistant translations now happen in minutes, saving an estimated $1.5 million year-to-date and ensuring consistency across regions.
    • Everyday productivity. Administrative tasks are now streamlined with Copilot in Microsoft 365 apps and Teams, empowering employees to redirect their time and energy toward the work that matters most.
    • Better candidate experiences. As demand for digital skills accelerates, Allegis Group uses AI to match candidates with personalized job recommendations, speed up onboarding and improve communication, helping customers in every industry connect with top talent faster. 

    “AI is helping us move problems out of the backlog and tackle them faster,” says Anshuman Jain, Enterprise Architect for AI, Allegis Group. 

    Kelly Quick, Compliance Controller at one of Allegis Group’s companies adds: “AI also makes our work more efficient, giving us time back for critical thinking, deeper data analysis and better interactions with colleagues”. 

    The new mindset: AI as a co-pilot 

    For Allegis Group, this is just the beginning. With strategic support from Microsoft and implementation guidance from TEKsystems Global Services (TGS), Allegis Group’s internal systems integrator and a trusted Microsoft partner, the organization is building on its foundation with: 

    • Multi-agent solutions for complex workflows 
    • AI-powered training and onboarding experiences 
    • Intelligent search and knowledge assistance at scale 
    • Enterprise-wide innovation, where every new solution becomes a stepping stone for the next 

    At its core, Allegis Group’s AI journey shows that when people and technology work hand in hand, the results ripple outward. Customers benefit from faster placements, higher retention and cost savings. Candidates gain more personalized opportunities, smoother onboarding and stronger support throughout their careers.  

    Allegis Group_Assets_Quote 1

    By putting AI to work across its business, Allegis Group is reimagining how work gets done internally and reshaping the future of professional services.  

    Read the full case study to see the transformation in action.

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