Consulting engagement · Helios 2
Know where AI pays back and where it doesn’t before you fund it.
Helios 2 is a consulting engagement led by senior consultants. It maps where agents pay back in margin and in capacity to grow across one business line of your Service Operation from the first call to the paid invoice. You leave with a plan you can fund: an agent, a workflow, or a person on every row, with a named owner and measures your executives agreed. We built it to run Ludia first.
Consulting first
AI is one part of the answer. Helios 2 decides where it belongs.
Ludia Consulting is a Microsoft solutions integrator focused on Service Operations, not an AI vendor. We exist to connect customer service, field service, mobility, supply chain, and finance. In Helios 2, our senior consultants interview the teams in each link, map the work, and set out what each row needs to deliver.
The enablement is built in. Your leaders confirm every row, your people own it, and the workbook stays with you whether or not we build anything next.
How we work →People
Senior consultants run the interviews and the scoring, with your functional teams in the room.
Right-sized
Each row gets the simplest answer that meets the need: a process people own, a workflow, or an agent. You don’t pay for AI where a rule will do.
Every row gets one of three answers
Helios 2 starts from your business goals and the real work, and decides the mechanism last. A map that is all agents is a sales document.
Process
People must own it
Safety-critical judgment, regulatory sign-off, pricing calls, and second-person checks. These rows say “stays human,” and they make the rest believable.
Workflow
Deterministic steps
The same inputs always lead to the same outputs. 
Power Automate handles it, and no AI model is needed.
Agent
AI drafts, a person owns
Where judgment, language, or synthesis is central. The agent drafts, and a named person reviews and owns the result.
Across real inventories the mix runs roughly six in ten agents, three in ten workflows, and one in ten processes. About four in ten items need no model at all.
The map follows the work from the first call to the paid invoice
Most of the payback sits in the handoffs between teams, so Helios 2 maps a business line link by link. Each link already has agents from Microsoft; the map decides which ones earn a place in yours.
- 1 · Customer service
Customer Service (opens Microsoft’s site)
Contact Center (opens Microsoft’s site)Where requests get lost or repeated
Intake, triage, and the handoff to dispatch.
Agents at work: Case Management, Customer Intent, and Knowledge Management (generally available).
- 2 · Field service
Field Service (opens Microsoft’s site)Where the schedule breaks
Dispatch, rescheduling, and the second visit.
Agents at work: Scheduling Operations Agent (preview, not yet for production use).
- 3 · MobilityField Service (opens Microsoft’s site)
Power Apps (opens Microsoft’s site)Where the technician waits for an answer
History, manuals, and past fixes at the asset.
Agents at work: knowledge agents built in
Copilot Studio. - 4 · Supply chain
Supply Chain Management (opens Microsoft’s site)Where the part isn’t there
Parts planning, supplier follow-up, and returns.
Agents at work: Procurement Agent (preview).
- 5 · Finance
Finance (opens Microsoft’s site)Where finished work waits to be billed
Billing, reconciliation, collections, and the close.
Agents at work: Finance Agent.
Across every link
Every row gets a named owner on your side, and the rows that must stay human are marked before anything is built. Where Ludia’s own tools fit a row, the map says so. That may be the AI Implementation Methodology, for planning and delivering the build. Or it may be a pattern we have already built, such as a technician virtual assistant on Field Service for a national facility-maintenance services provider.
Underneath it all
Azure (opens Microsoft’s site)
Microsoft Foundry (opens Microsoft’s site)
Dataverse (opens Microsoft’s site)
Microsoft Azure is the secure cloud every link runs on: identity, integration with the systems you keep, and the data that ties them together. In Microsoft Foundry we build, test, and govern the custom AI agents and models your operation needs beyond the ones inside Dynamics 365. They work from your own data and are evaluated before they touch the work. How we build AI →
Who it’s for
AI requests are piling up
Every function wants an agent, and nobody can say which ones matter. You need one ranked view across the business.
Pilots stalled after the demo
A use case worked in a pilot and went nowhere. You need a portfolio with owners and measures, sized and sequenced.
The board wants a number
Leadership asks how AI will show up per business line. You need KPIs the people who own the numbers helped set.
What leaders leave with: a plan they can fund
A working Excel workbook you edit and own.
The map is what survived scoring. Low-value ideas are cut before scoring. Your leaders confirm or decline every row, so the map belongs to your business.
Every row carries a draft operating brief: objective, trigger, inputs, outputs, and guardrails. Each row is already halfway to being built.
The radial map
A native Excel sunburst of your business: lines in the inner ring, functions in the outer. It updates as the inventory changes.
The scored inventory
One row per item, rated on value and ease and sequenced Now, Next, or Later. Each has a named owner on your side.
The KPI frame
Measures per business line and per function, drawn from the artifacts each team produces and agreed by the people who own them.
What to fund first
The roadmap: Now, Next, and Later waves, with what you need ready for the first wave and the open questions.
Pay once, use it five times
When one capability shows up in five functions, you build it once. Only a whole-business map shows that.
A readout for the executive team
An executive readout with a paragraph on every business line in the map, and an implementation document for your IT team.
How it runs
One business line at a time, in three stages. Agreeing how progress will be measured gets as much time as the map.
Led by Ludia’s senior consultants. From you: your functional teams for the interviews, and your executives to confirm the inventory and agree the KPIs.
Where it has worked
A national power generation services operator is mapping its business with Helios 2, one business line at a time.
The first two business lines: 33 agents, 16 workflows, and 5 processes kept human. 33 Now, 18 Next, 3 Later. We ran the same method on our own firm first: 150 opportunities across 4 service lines and 34 functions.
What Helios 2 is not
Not working agents
It’s the map. Building follows separately, and the first wave becomes the natural next statement of work.
Not a technology audit
It doesn’t score your data maturity. It shows exactly which items are blocked on data, which is more useful.
Not a Copilot readiness check
Turning on Copilot mostly comes in the box. Helios is about the agents and workflows that don’t.
Not a use-case workshop
Workshops produce lists. Helios 2 produces a scored, owned, sequenced portfolio with a picture on the front.
Not a one-time document
The workbook is a living artifact. Statuses move from proposed to live, owners get named, rows get declined.
Not free
A price signals that an artifact is coming. The map is yours either way, with no obligation to build with us.
How we deliver it
Senior consultants and your people map one business line at a time.
Helios 2 is a paid engagement run by Ludia’s senior consultants, with your functional teams and executives in the room. We price the deliverable, not the hours.
You agree the scope and fee before we start. How many business lines one engagement covers is set deal by deal. Any build is scoped and priced separately, after you’ve seen the map.
The Microsoft AI we build on
Copilot and agents from Microsoft, put to work inside your Service Operation, with people keeping the decisions.
Agents in Microsoft Dynamics 365Microsoft’s agents for service, scheduling, procurement, and finance, put to work in your operation.on microsoft.com (opens Microsoft’s site)Microsoft Copilot StudioCustom agents built on your manuals, jobs, and processes.on microsoft.com (opens Microsoft’s site)Microsoft FoundryWhere we build, test, and govern custom AI agents and models.on microsoft.com (opens Microsoft’s site)
Microsoft 365 CopilotCopilot in the tools your teams already use, connected to Dynamics 365.on microsoft.com (opens Microsoft’s site)
Microsoft Agent 365One place to see, govern, and secure every agent in the company.on microsoft.com (opens Microsoft’s site)Microsoft AzureThe secure cloud underneath: identity, integration, data, and monitoring.on microsoft.com (opens Microsoft’s site)Questions buyers ask
How do we know the map isn’t just consultants’ opinions?
Every row is scored on a published rubric for value and ease, so two people scoring the same inventory land in the same place. Your leaders then confirm or decline each row, so the map belongs to your business.
What will it cost us, and what do we get back?
A fee agreed before you start, for one mapped business line. You get a ranked plan, so you fund the Now wave first and track it against the measures you agreed before you commit to the next.
Do we have to build with Ludia afterward?
No. The workbook, roadmap, and KPI frame are yours whether or not we build anything next. Each row already carries a draft operating brief, so your own team or another partner can pick it up.
Why start with one business line?
One line proves the method on your own operations. The map then extends line by line instead of being rebuilt, which keeps cost and risk small at the start.
What does Helios 2 do that an AI workshop doesn’t?
Where a workshop ends with a list, Helios 2 ends with a scored, sequenced inventory where every row has a mechanism, a named owner, and a draft brief. Its measures are agreed with the people who own the numbers.
For your IT team: which Microsoft tools does it assume?
The map is tool-neutral until the last step, and we recommend the lowest layer that meets the need. Workflow rows usually land in Power Automate, and agent rows in Dynamics 365’s own agents, Copilot Studio, or Microsoft Foundry, and Agent 365 governs them once they are live.
What happens after the executive readout?
You decide. The Now wave is a ready-made first scope: each row has an owner, a measure, and a draft brief. If you build with us, rows move from Confirmed to In Build to Live in the same workbook, so progress stays visible against the KPIs you agreed.