Most organisations running agents in production have a person sitting between them. Someone exports a list, pastes it into a second tool, checks it against a third, then forwards the result to someone else. That person is the integration layer, and their work almost never shows up in the cost of the project. This session maps that human layer inside a Microsoft estate. Based on ERP and CRM projects in manufacturing, professional services and field service, we take three handoffs that turn up nearly every time: an approval that leaves the system and comes back as an email, two agents that need the same data and have no shared data model, and the exception nobody wrote down because someone always sorted it out. Each handoff gets the same treatment: where it breaks, what it takes to close it properly, and what has to be sorted out first. Who owns the data, what happens when it fails, what gets logged. Some handoffs should stay with people, and we cover how to spot those. By the end of the session, you can run the same check on your own systems and name the handoffs worth fixing this quarter.
