We are witnessing a pivotal transition in how businesses adopt artificial intelligence, moving from experimental phases to scaling AI across entire organisations. This shift is being markedly advanced by the rapid development and deployment of AI agents—intelligent systems designed to perform specific tasks autonomously or collaboratively. Industry projections suggest that by 2028, approximately 1.3 billion AI agents will be in operation worldwide, signalling a foundational change in workplace dynamics and operational models.
At the forefront of this transformation is Ernst & Young (EY), one of the largest professional services firms globally, which has fully embraced Microsoft 365 Copilot and its ecosystem of AI agents to accelerate its AI journey. EY’s deployment strategy exemplifies how organisations are leveraging Microsoft’s advanced AI platforms to enhance productivity, ensure data security, and transform client services effectively.
EY’s AI initiative is extensive, already rolling out Microsoft 365 Copilot to 100,000 users globally, with plans to extend coverage to all 400,000 employees. This large-scale adoption involves complex challenges, notably around maintaining client data security and navigating data sovereignty across international jurisdictions. Collaboration with Microsoft has been critical, enabling EY to deploy AI tools securely within a unified framework that respects regional compliance requirements. Paul Clark, EY’s Global Alliance Leader for the Microsoft partnership, emphasised in an interview the critical nature of this collaboration in managing the safeguarding of sensitive client information and secure internal use of AI tools.
Beyond the technical and security hurdles, EY’s approach is notably people-centric. They have recognised that the successful integration of AI requires more than just technological deployment—it demands cultural change and consistent messaging. The firm has invested in comprehensive change management that encourages employees to view AI not as a replacement but as an amplifier of their capabilities. By demonstrating practical benefits such as summarising meetings and drafting emails, EY has actively promoted the adoption of AI tools and nurtured an evolving mindset among its staff.
This transition is further supported by EY’s development of innovative AI agents using Microsoft Copilot Studio, a platform that caters to both pro-code developers and non-technical users through no-code and low-code options. EY’s tax and legal research professionals, for instance, benefit from “EY PortalOne,” an agent powered by generative AI that delivers instant access to more than 21 million documents, including legislation and EY publications, streamlining research with greater speed and intelligence.
Moreover, EY leverages Microsoft’s new Copilot Tuning feature, which is part of Copilot Studio, allowing the company to train large language models on domain-specific data. By fine-tuning models with EY’s tax expertise and integrating these with Microsoft 365 Graph, EY has enhanced the precision and contextual relevance of their AI-powered tax advisory services. This advancement boosts both efficiency and the quality of insights delivered to clients.
EY is also pioneering the orchestration of multiple AI agents working collaboratively within an organisation—a cutting-edge development that will enable agents to share data, coordinate tasks, and optimise workflows. They plan to implement an orchestration agent that connects employees to the right AI tools and agents based on need, alongside agents dedicated to training and compliance management. Despite the sophistication of these systems, human oversight remains integral. The concept of an “agent boss” to supervise and ensure alignment with organisational goals underscores the balance EY seeks between automation and human control.
Supporting EY’s internal journey is their advisory work with clients, where they provide expertise on critical issues such as data readiness for AI and regulatory compliance. Their experience with AI deployments equips them to guide other organisations through similar transformation processes, advocating a strategic, phased approach that reimagines workflows rather than merely tweaking existing processes.
Complementing EY’s AI evolution is their broader digital transformation, including the global rollout of Microsoft Dynamics 365 Sales and Copilot for Sales tools, intended to unify client relationship management across 700 offices and 150 countries. This move from legacy CRM systems to an integrated digital sales platform enhances collaboration, streamlines operational workflows, and delivers more targeted client insights, positioning EY as one of Microsoft’s largest customers worldwide.
The evolution toward widespread AI agent deployment has not gone without caution. Industry observers emphasise the importance of establishing guardrails to mitigate the unpredictability often associated with generative AI. Microsoft’s strategy includes tools that enhance the agility and orchestration of AI agents, ensuring they work harmoniously within business contexts, thereby maximising their potential while maintaining oversight and accountability.
In summary, EY’s comprehensive and strategic adoption of Microsoft 365 Copilot and AI agents showcases how large, complex organisations can successfully scale AI across global operations. By balancing technical sophistication with a strong emphasis on culture, security, and governance, EY illustrates the pathway for businesses aspiring to become what some term “Frontier Firms”—entities where human-led, AI-operated systems fundamentally reshape work and client service delivery. As the landscape continues to evolve, these early adopters provide valuable blueprints for harnessing artificial intelligence not only as a technology but as a transformative organisational force.
Source: Noah Wire Services
