It’s that context where we look at the announcements. Let’s start with the Agentic AI items.
Salesforce has launched AgentExchange, a new marketplace for its digital labor platform, Agentforce, aimed at partners and developers in the digital labor market. This initiative follows the success of AppExchange, the first enterprise cloud marketplace, which has achieved over thirteen million app installations. With more than two hundred partners already engaged, including major players like Google Cloud and Docusign, the platform offers hundreds of ready-made actions and templates to help organizations quickly develop and implement AI solutions, boosting productivity and efficiency. Salesforce executives emphasize that AgentExchange not only accelerates execution for companies but also opens opportunities for partners and startups to thrive in the emerging digital labor market.
Microsoft has announced the upcoming release of two software agents designed to automate business functions for its Dynamics 365 and Microsoft 365 platforms. These agents, the Sales Agent and Sales Chat Agent, will enter public preview in May 2025. The company is also launching the Microsoft AI Accelerator for Sales on April 1, 2025, aimed at helping businesses transition from legacy customer relationship management systems.
Microsoft has launched a new artificial intelligence tool named Dragon Copilot, designed to help doctors and nurses automate tedious administrative tasks in healthcare. This new tool combines features from Microsoft’s Dragon Medical One and DAX Copilot, allowing doctors to efficiently draft clinical notes, assist in preparing patient summaries and referral letters while retrieving information from medical sources. Set to be available in the United States and Canada starting in May 2025, this launch follows Microsoft’s acquisition of Nuance Communications in 2022, which specializes in conversational AI for healthcare. According to Microsoft, Dragon Copilot has the potential to save healthcare professionals an average of five minutes per patient encounter, highlighting the tool’s efficiency in improving clinical workflows.
Microsoft reports that nearly 70 percent of Fortune 500 companies currently utilize Microsoft 365 Copilot, and over 160,000 organizations have used Copilot Studio to create more than 400,000 custom agents in the last three months.
Why do we care?
Marketplaces and packaged AI solutions sound promising, but MSPs should carefully vet actual functionality against customer expectations. Initial solutions often oversell automation capabilities, requiring more manual intervention than initially promised. That’s a key value.
A marketplace-driven approach offers significant opportunities for MSPs, including rapid deployment, scalable solutions, and a new revenue channel from delivering and customizing digital labor. MSPs can benefit by specializing in industry-specific or niche workflows, building reusable templates, and accelerating customer implementation timelines.
Microsoft’s new agents and tools—particularly the Sales Agent and Sales Chat Agent and the AI Accelerator—point to a strategic move towards integrating AI directly into core business processes. MSPs serving SMBs and mid-market organizations can leverage these standardized agents to facilitate smoother CRM transitions, enhance sales productivity, and demonstrate measurable value rapidly.
The launch of Dragon Copilot by Microsoft highlights a critical vertical opportunity for MSPs operating within healthcare, emphasizing tangible improvements in efficiency—saving healthcare providers up to five minutes per patient encounter. For MSPs, this represents a high-value, measurable benefit that aligns directly with customer priorities: reducing administrative burdens, improving patient care experiences, and enhancing compliance and data management.
