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### Topic: Using Copilot to Redesign Workflows

Speaker: Ashley Pyle, Chief Experience Officer,
GadellNet Consulting Services

Most organizations use Microsoft Copilot to help people work faster. We used it to understand how work actually happens.

Our journey started with a busy Teams "Help Needed" channel. The channel contained hundreds of questions, recurring issues, requests for expertise, and work interruptions. On the surface, it looked like a support problem, but it wasn't.

Using Copilot, we analyzed conversations to identify patterns, bottlenecks, knowledge gaps, and recurring requests. What emerged was a different story entirely: the biggest opportunities weren't individual productivity gains. They were process improvements hiding in plain sight.

As we are working through our own AI governance initiatives, we will use those findings to build a structured portfolio of AI opportunities, evaluate business value, prioritize use cases, and determine which problems needed process redesign versus automation.

That process ultimately led us to launch a pilot designed to automatically connect team members with the knowledge and references they need from a Copilot Studio agent, reducing repetitive requests and dependency on a handful of subject matter experts.

In this session, you'll learn:

  • How we used Copilot to analyze Teams conversations and uncover operational friction

  • What we learned about knowledge bottlenecks, repeated requests, and hidden process issues

  • How governance helped us prioritize opportunities instead of chasing random AI ideas

  • A practical framework for evaluating AI use cases

  • How to decide when to redesign a process, automate it, or leave it alone

  • How we selected and launched an AI pilot agent for this effort

  • Lessons learned that apply to business users, managers, administrators, developers, and AI champions

This is not a product demo! It's a real-world story about using Copilot to move from conversations to insights, from insights to prioritization, and from prioritization to meaningful workflow improvement.

Whether you're a business user, IT professional, developer, manager, or executive sponsor, you'll leave with a practical approach for finding and prioritizing AI opportunities inside the work your organization is already doing.

Schedule:
9 - 9:15 Welcome
9:15 - 9:45 Review of recent Microsoft announcements
9:45 - 10:45 Main Presentation
10:45 - 11:00 Closing

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