You can amplify human value with AI

Before KPMG

Despite significant investment in AI tools, platforms, and Frontier Firm capabilities, value creation across Microsoft's global sales organization remained fragmented. While individual pilots and point solutions delivered incremental efficiencies, these activities did not fundamentally change how work was done or how business value was generated at scale.

In particular, Microsoft wanted to better understand how AI agents could support their global sales teams without undermining the human relationships that drive enterprise sales.

Lewis Curley

Partner, People & Change Practice

Toronto

KPMG Canada

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Key pillars of KPMG's collaboration

Instead of asking, "Where can we apply AI?", KPMG began by asking a more fundamental question: "How does this part of the business create value today?"

Too often, organizations underestimate AI agents as task automators rather than recognizing their potential as value creators. Our experience shows that meaningful impact only emerges when organizations step back to examine how work, roles, and value creation intersect, and then thoughtfully design how humans and agents collaborate to transform that model together.

Lewis Curley

Partner, People & Change Practice

KPMG Canada

KPMG focused on redesigning how work gets done to enable humans and AI agents to create value together. The work centered on three tightly connected components: a Frontier Firm Blueprint, a Frontier Firm Adoption Playbook, and a proposed ecosystem of agents, resulting in the development of the first agent in the ecosystem: The Account Health Scoring Agent.

Blueprint for human-agent collaboration

KPMG worked with Microsoft sales leaders to examine how value was created across the current sales cycle. This included mapping how value was created, identifying where human judgment, trust, and relationship‑building were essential, and where AI agents could support or amplify.

The outcome was a Frontier Firm Blueprint an approach that produced a clear model for how humans and agents should work together across the sales lifecycle. Underpinned by the Human-Agent Value Realization (HAVR) Framework, the Blueprint provides a structured, six‑phase approach to designing agentic AI that enhances human capabilities and can be applied to any business area.

Adoption Playbook to support real change

Recognizing that AI success depends on adoption, not technology alone, KPMG developed a Frontier Firm Adoption Playbook to accompany the Blueprint. The Playbook outlines what needs to change for agentic AI to take hold in daily work, including:

Leadership behaviours and change sponsorship
Skills and capabilities for effective human–agent collaboration
Evolved ways of working and governance
Incentives and performance alignment

Together, these elements provide practical guidance to help the organization move from isolated experimentation to repeatable adoption.

Account Health Scoring Agent

To demonstrate feasibility, KPMG and Microsoft assessed the proposed agent ecosystem and prioritized one agent to build first: an Account Health Scoring Agent, developed in Microsoft Copilot Studio.

The agent was designed to help sales teams assess the overall health of customer accounts by translating Copilot usage and adoption data into a clear, standardized view. The additional insights provided by the agent supported better prioritization and decision‑making while maintaining human-led relationship management.

Client outcomes since working with KPMG

A repeatable approach for AI‑driven value creation

Microsoft now has a proven approach to amplifying value and a supporting playbook that can be reused internally to design future human–agent workflows grounded in business outcomes.
A coordinated agent ecosystem strategy

Rather than pursuing disconnected pilots, Microsoft is now positioned with a coherent plan for how multiple agents can work alongside humans to support sales effectiveness.
A practical proof point for co-innovation

The Account Health Scoring Agent served as an example of how the Blueprint and Playbook could be applied. The agent proof of concept demonstrated how value‑led design principles can translate into working solutions.

KPMG's ability to combine deep domain expertise, an openness to iterate, and a focus on measurable business outcomes makes them a trusted collaborator. Their work illustrates the kind of innovation and impact that organizations can expect when they collaborate with KPMG as they strive to become Frontier Firms.

Jordan Sheridan

AI Business Solution Global Sales Leader

Microsoft

By leading with business outcomes and human needs, KPMG helped Microsoft move beyond AI experimentation toward a structured path for becoming a Frontier Firm, where humans and agents create value, together.