Where it runs
Internal service teams answering high volumes of repeat employee questions
Employee experience
Why it exists
Service desks absorb the same questions every week. Employees wait for answers that already exist in writing, and specialists spend their day on the routine instead of the complex.
What it does
The agent answers in Teams from approved sources with a citation, completes the simple transactions itself, and escalates anything sensitive or ambiguous to the right human with a summary of what was already asked and checked.
What changed
- Common questions answered instantly, in Teams
- Every answer cited back to the approved source
- Specialists receive escalations already summarised
Built with
- Microsoft Copilot Studio
- Microsoft Teams
- SharePoint
- Power Automate