Copilot Studio is genuinely good, and for a large share of internal use cases it is the correct, cheapest answer. It is also routinely sold into situations it cannot serve. Here is how we decide.
Choose Copilot Studio when
- The knowledge lives in SharePoint or Dataverse already
- The interaction is question-and-answer rather than multi-step action
- Your team wants to maintain it without engineers
- Volume is internal-scale and latency expectations are relaxed
Build custom when
- You need control over retrieval quality and chunking strategy
- The agent must take consequential actions in other systems
- You are customer-facing and the experience is part of the product
- Cost per interaction matters at your volume