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Getting started

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Setting goals

We recommend customers separate the project goals into three distinct areas: core delivery, business metrics, and governance. If copilots are brand-new to your organization, then the examples in this article are a good starting point. Once you go live, you learn quickly what is important, how your customers behave, and where you would like to improve.

Project goals

Here's an example of the goals a customer defines at project inception.

  1. Delivery goals - Minimum Viable Project (MVP)

    1. Go-live with a copilot on a target date fewer than three months.

    2. The copilot can answer your target use cases, using a script of test phrases.

  2. Business goals after you go live

    1. Resolved session percentage: the project team aims to increase this number over time. This figure is often referred to as the deflection amount.

    2. Escalated session percentage: the project team aims to reduce this number over time.

    3. Abandoned session percentage.

    4. Deflection or Resolution: the business value per session.

    5. Monthly Active Users (MAU).

  3. Establish copilot governance and management model

    1. The Application Lifecycle process and automation setup.

    2. The copilot author onboarding process.

    3. The reporting and review cadence.

Use case building

Creating inspiring use cases is a key part of beginning your copilot building journey.

The program includes:

  1. Interested employees participate in a Copilot Studio in a Day training where they learn the fundamentals of conversational copilot building.
  2. Once attendees have experience building copilots, split the training group into small teams of two to three people.
  3. Allow teams to identify moments in the use case they could solve using a copilot.
  4. Each team should establish milestones over a four-week period that includes activities for each team member. This practice is similar to a project plan.
  5. After two weeks, each team of the training group presents their copilot, demonstrates their progress, and identifies any challenges or gaps.
  6. After four weeks, each team of the training group reveals their final product to the rest of the group and leaders from the respective business areas.
  7. When possible, provide some level of reward to the participants of this initiative. Incentives can vary from recognition to monetary rewards.
  8. Include a path to production period to ensure all copilots are finalized into production.
  9. Share success with the rest of the organization. Inspire others to do more.
  10. Rinse and repeat. You now have a program you can run on a regular cycle to promote copilot development within your organization.

Tip

Hackathons encourage organizations to learn and apply what they’ve learnt in real-world use cases to develop copilots.

Licensing

Scope out how much you expect your project to cost. Speak to your Microsoft account team to confirm you’re using accurate pricing for your organization. The licensing of Copilot Studio is relatively simple with a few key components. Most importantly, understand that the license is based on copilot sessions.

A session is defined as:

The time between when a user topic is triggered and ends. The end is when either the user's questions have been answered or the conversation exceeds 60 minutes or 100 turns.

Here are three ways that customers can get Copilot Studio licenses.

Copilot Studio licensing

  1. Tenant license Billed monthly, capacity pooled at Tenant.

    1. 2000 sessions with no limits on channel.

    2. Power Automate rights included with higher throttling limits, including Premium connectors. All flows must start and end with Copilot Studio connectors.

    3. Dataverse capacity: 10 GB DB, 10 GB File, 2 GB Log.

  2. Add-on license Billed monthly, capacity pooled at Tenant.

    1000 sessions with no limits on channel.

  3. User license Grants permission to author copilots.

    1. Currently available for no cost, but should be purchased in the same transaction as the Tenant license.

    2. Assigned to users in the admin portal.

    3. One license required for each copilot author.

Tip

A customer who needs up to 10,000 sessions per month for their copilot (managed by 10 users) would purchase a 1x Tenant license, 9x Add-on license, and 10x User licenses.

Copilot Studio for Teams licensing

  1. Microsoft 365 license

    1. Unlimited sessions (Teams channel only).

    2. Power Automate rights. Standard connectors only.

    If a customer wants to use Copilot Studio for Teams, no further licensing is required since they have Microsoft 365. To deploy their copilot to more channels, they need the standard Copilot Studio licenses.

Chat for Dynamics 365 Customer Service Omnichannel.

Customers deploying Copilot Studio with Dynamics 365 for Customer Service receives a version of the Copilot Studio tenant license with their Dynamics 365 purchase.

  1. Tenant license Billed monthly, capacity pooled at Tenant.

    1. 1000 sessions per tenant.

    2. Power Automate rights included with higher throttling limits, including Premium connectors. All flows must start and end with Copilot Studio connectors.

    3. Dataverse capacity: 10 GB DB, 10 GB File, 2 GB Log.

      Add-on and User licenses are still required. Here's pricing information on Copilot Studio licensing.

Building a team