01 · Agentic AI
Agents in production, governed and measured.
Like SSEN’s feedback agent: Azure OpenAI and Dynamics 365, 90% accurate against human review.
- Copilot Studio
- Foundry
- Agent Framework
- MCP
Hugo Herrera
Agentic AI and Dynamics 365, built to stand.
Independent architect for Microsoft AI and Dynamics 365, and Packt author. I take programmes from a clear as-is to a live system.
Copilot StudioMicrosoft FoundryMicrosoft Agent FrameworkAzure OpenAI and RAGDynamics 365 Customer ServiceDynamics 365 Contact CenterPower PlatformDataverseSAP and AS400 integrationKafkaAzure DevOpsMicrosoft FabricGitHub CopilotClaude Code
Services
01 / 05Scroll for the next service ↓
02 · Dynamics 365 Contact Center
Contact centres for every region’s rules.
Designs for Microsoft clients in the US, Europe, Asia and China, and a building society’s move from Cisco.
- Voice
- Routing
- Teams Phone
- Copilot
03 · Dynamics 365 CE and migrations
Dynamics 365 at enterprise scale.
Customer Service and Sales with 100+ integrations, and migrations like 4.2 TB in one weekend.
- Customer Service
- Sales
- SAP
- Kafka
- Migrations
04 · Project Recovery
Programmes back on course.
Blueprints agreed with the CTO and business owners, then the team led to go-live.
- Land
- Map
- Blueprint
- Deliver
05 · Training
Teams that build with AI.
Packt’s live agents workshop, AB-100, and GitHub Copilot and Claude Code on real programmes.
- AB-100
- Workshops
- GitHub Copilot
- Claude Code
Case studies. Live systems, real volumes.
All case studies7,500+
Users live in one weekend
A complex programme, live in one weekend.
The client calls it the largest Dynamics CRM migration ever carried out in its country.
89%
Efficiency gain, reported by SSEN
An AI agent that won Bronze.
Best Use of AI, UK Customer Experience Awards 2024.
FCA
2027 customer service requirements, signed off in UAT
A building society’s CRM, ready for the FCA.
Plus the target architecture for Dynamics 365, Contact Center, Copilot Studio and Fabric.
How I work
Current architecture overviewTap to enlarge
Requirements and exception optionsTap to enlarge
Process whiteboardTap to enlarge
Azure DevOps release pipelineTap to enlarge
From as-is to live. I work visually, so everyone understands the plan.
Diagrams from my Handbook’s case study, redrawn for this site.
Step 1
Make the as-is clear
Every system, integration and data centre on one page, so the CTO, the business and the delivery team look at the same picture.
Step 2
Agree the to-be
Agreed with stakeholders and business owners, with the trade-offs on the page: here, two costed ways to handle a credit-check outage.
Step 3
Close the gaps
Processes sketched on the whiteboard with the people who run them, so the team owns the reasoning before anything is built.
Step 4
Lead it live
Every release through the same gates, from development to production: Solution Checker, security scans and stage approvals.
Engagement options
Three shapes the work usually takes.
Contract
Lead solutions architect
Architecture and delivery leadership inside your team, through go-live and hypercare.
Ask about this2 to 3 weeks
Architecture assessment
The as-is and a to-be with named trade-offs, before a programme commits.
Ask about this
Research · OnDynamics Labs
If you cannot demonstrate it on your own platform, you should not be designing it on someone else’s.
Books
Three books, written from the field.
The new one builds a claims agent across Copilot Studio, Foundry and Agent Framework. Out 29 October.
From the blog. Lessons from the field.
All blog postsCopilot Studio and Dataverse: grounded is not the same as correct
Agentic AI 18 May 2026The Four Jobs Around AI Agents: a working ecosystem for the years ahead
Agentic AI 15 May 2026When AI starts doing my job, here is what I will do
Agentic AI
About
Architect. Author. Builder.
I own the architecture end to end and work visually, so everyone understands the plan. Microsoft has contracted me four times since 2017.
- Now: Principality Building Society
- Before: Lead Solutions Architect for Microsoft, on a national healthcare service
- Certified: Agentic AI Business Solutions Architect Expert
- Based: Køge, Denmark, working across the UK and EU
