The problem
A large share of IT and HR help-desk tickets were the same handful of repetitive questions — password reset steps, leave balance lookups, policy clarifications — each one taking a human agent's time despite having a standard, known answer.
The approach
Built in Microsoft Copilot Studio rather than a custom bot framework, since the target audience was internal employees already inside the Microsoft 365 ecosystem — Copilot Studio integrates directly with Teams and existing SharePoint data sources without a separate hosting or identity setup. Power Automate actions let the bot execute real business processes, not just answer questions.
What it does
- Configured topics, conversational flows, generative answers, prompts, and company knowledge sources for employee self-service
- Integrated SharePoint as a knowledge source and Power Automate actions to execute real business processes, not just return static answers
- Enabled Microsoft Teams access as the primary channel employees already use
- Implemented fallback and escalation handling for requests the bot can't resolve, instead of guessing at an answer
- Applied access controls so users receive only information they're authorized to see — the bot doesn't surface HR or IT data indiscriminately
Outcome
Deflected a meaningful share of routine tickets away from the help desk, freeing human agents to focus on issues that actually needed a person — while employees got instant answers to common questions instead of waiting in a ticket queue.