Automating Policy Q&A with a Microsoft Copilot Agent
- Client Overview
Industry
Insurance
Company Size
2,500+ employees
Location
Germany
- Problem Statement
The client’s internal HR and compliance teams were overwhelmed by repetitive employee queries about company policies, leave balances, and regulatory guidelines. Key challenges included:
- 40+ hours/month spent answering FAQs manually
- Long response times leading to employee dissatisfaction
- Difficulty in maintaining up-to-date information across departments
- No centralized interface for employees to access policy answers
- Solution Provided
We deployed a secure Microsoft Copilot Agent using Copilot Studio to serve as a 24/7 internal assistant for employees.
Key Features:
Trained on internal SharePoint libraries, HR policy PDFs, and compliance documents
Natural language query support for topics like leave, expense policy, code of conduct, and more
Azure OpenAI embedded to enhance contextual understanding and summarization
Escalation to live HR support for complex queries
Usage tracking and feedback loop for continuous improvement
- Impact & Business Value
- 85% of employee questions now resolved without human intervention
- Average response time reduced from 1 day to under 10 seconds
- HR team saved over 35 hours/month
- Improved employee experience and faster onboarding
“Our Copilot Agent now handles most policy questions instantly. It’s like having a digital HR assistant available round-the-clock.”
— Director of Employee Experience
- Tools & Technology
Microsoft Copilot Studio
Azure OpenAI Service
SharePoint (Knowledge base)
Microsoft Teams (chat integration)
Power Automate (escalation workflow)
👉 Want to deploy a smart Copilot Agent for your organization?