Most large organizations already have an AI assistant their people use, and it is often not the one that sits closest to their enterprise processes. Microsoft Copilot Studio assistants published to Microsoft Teams are where a lot of employees now start their working day. The usual objection to letting such an assistant touch enterprise work is not technical connectivity — it is that an assistant acting on its own judgement has no audit trail and no checkpoint.
With Pega Platform™ 26, an assistant from another vendor handles the conversation while Pega Platform does the work. The division of labor is the point: the assistant is the interface, and the governed Case is still the mechanism.
What it means
The connection runs over the agent-to-agent protocol (A2A), with Pega Platform and Microsoft Copilot Studio authenticating through standard OAuth 2.0. Teams typically do not build a custom connector, which matters mainly because it removes the usual reason such integrations get postponed.
What the assistant does with that connection is narrower than it might sound. It recognizes the intent in a natural chat message and creates a structured Case — so the work is categorized correctly for routing and resolution, rather than arriving as free text someone has to triage. The assistant is doing interpretation, not process design.
Governance, in other words, is not just connection. Pega Platform runs each request through a governed workflow; the assistant confirms details as they are given and presents a summary for a final check before the Case is submitted. There is a human checkpoint at the moment of commitment, in the chat window where the user already is.
What it does
Four things follow from letting the assistant hold the conversation and the platform hold the process.
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Governance, not just connection. Pega Platform runs each request through a governed workflow. The assistant confirms details as they are given and presents a summary for a final check before the Case is submitted.
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No context switching. Users create, update, and add files to a Case without leaving Microsoft Teams.
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Chat to Case. The assistant recognizes the intent in a natural chat message and creates a structured Case, so the work is categorized correctly for routing and resolution.
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Connect through a standard protocol. Pega Platform and Microsoft Copilot Studio connect through standard OAuth 2.0, so teams typically do not build a custom connector.
How it works
You connect a Microsoft Copilot Studio assistant to Pega Platform using A2A, then publish the assistant to Microsoft Teams. A user raises something in the chat — a complaint, say — and the assistant recognizes the intent, gathers and confirms the details as the conversation goes on, and presents a summary. Only once the user has checked that summary is the Case submitted, and Pega Platform runs it through the governed workflow from there.
Everything the user needs stays inside Teams: creating the Case, updating it, attaching files. The assistant is not holding a separate copy of the work — it is a conversational front end onto a Case that exists, and is audited, in Pega Platform.
Watch this video on connecting a Microsoft Copilot Studio assistant to Pega Platform with A2A, publishing it to Microsoft Teams, and handling a customer complaint from the chat.
