The Secret to Agents, Man

Unlock the Power of AI Agents in Microsoft Dynamics

In this episode of Exchanges with Hitachi Solutions, we’re joined by our own secret agent man, or at least a man who knows the secrets of using AI Agents successfully. He is Fairfax…. Chris Fairfax, Technical Product Manager for Industry Cloud at Hitachi Solutions.

Chris explains that agents are AI-enabled tools capable of executing business processes, going beyond simple chatbots by leveraging multiple skills such as email automation, data interaction, and process management – and breaks down some of the facts and myths surrounding them.

In this episode, you’ll hear from Chris about how:

• Automation with agents can increase productivity by 20–30%, but the focus is on augmenting—not replacing—employees through human-in-the-loop design.
• Practical use cases include process management, identity verification, call center workflows, and field service automation.
• Data quality and a modern data estate are essential for successful agent deployment and scalability.
• Early wins are seen in industries like insurance, with plans to expand agent capabilities for industry-specific needs.
• Transparency, confidence scores, and purposeful design are key to building trust and driving adoption of AI agents.