LUCAMEMicrosoft is adding a 'tools' feature to its Contact Centre Intelligence platform, due in preview from October 2026 with general availability in November 2026. Tools let AI agents connect to outside systems and take actions automatically, such as sending emails through Outlook, reading and writing records in Dataverse, or posting messages in Teams. Each tool represents a distinct capability you can bolt onto an agent, so you can build something that does several things at once rather than just answering questions.
What this means for your business
If your business is already using Microsoft Copilot Studio to build agents, this is worth keeping an eye on ahead of the October 2026 preview. It means you could, for example, set up an agent that checks a client query, pulls data from a database, and sends a response email without anyone touching it. Worth raising with us before you build anything, since connecting agents to live systems raises data governance questions you'll want to think through first.