COVER STORY 44 Ask any executive about their biggest technology goals, and improving customer service while creating measurable value for the business will be high on the list. It’s a perennial challenge, and AI brings new possibilities to meet it. Agentic AI is unlocking a new model of work, where intelligent systems collaborate with people to drive faster decisions, more personalised experiences and better outcomes at scale. It is transforming the way businesses operate – and how they approach their technology investments. “Instead of simply asking what AI can do, our customers are asking how they can apply the technology to their most important challenges and prove the business value of it,” says Shelley Bransten, corporate vice president, frontier industry advisory at Microsoft Frontier Company. “Across every industry, AI is moving from a standalone tool into the flow of work and the core processes that run the business. People are working with copilots and agents that help them find knowledge, make decisions and take action all the way from the shop floor to the top floor. At the same time, IT leaders are moving from isolated pilots to integrated platforms that connect data, applications, workflows, security and governance. Companies are unlocking innovation and creating new opportunities for growth at a pace and scale unlike anything I’ve seen before.” Bransten points to US-based non-profit St Luke’s University Health Network. It is using Microsoft Security Copilot to help protect both the systems clinicians and patients depend on across 15 campuses, 300 outpatient sites and more than 2.5 petabytes of data and patient records. As a result, it is saving nearly 200 hours each month in phishing alert triage and Jacqui Griffiths asks Microsoft’s Shelley Bransten about how organisations are using AI to drive value for the business, its employees and customers pace Growing at
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