I created Task Assist as part of Copilot for Agents to help contact center employees complete repetitive system actions quickly and accurately. Instead of going between multiple platforms or manually typing data, agents can trigger pre-configured tasks (like updating customer information or checking order status) directly from their desktop.

This feature is still in very early stages, but in the future, the goal is to also have Agentic AI tasks available and other more robust features for administrative customization. As the designer over this project, I created both the administrative and agent features, taking into account the limitations posed by adaptive cards, the prompt requirements of the LLM and the needs of the agent persona.

Task Assist provides agents with an integrated task menu directly within their workspace, allowing them to streamline their workflows. From this menu, agents can select from a list of predefined tasks set up by administrators, trigger automated workflows that pull or push data across connected systems, and receive real-time confirmations once tasks are completed. Behind the scenes, admins configure these tasks through Bot Builder, ensuring they integrate with the right systems and follow established business rules.