Case study2024
Copilot Studio employee assistant
A production GenAI assistant in Microsoft Teams for a digital marketing services company.
problem Employees called the IT help desk for answers they could have found on their own.
What I built
- A Copilot Studio assistant deployed in Teams, connected to SharePoint, Confluence, Jira and Okta.
- Document intelligence for HR and policy questions, ITSM ticket creation and tracking, automated MFA resets and live-agent escalation.
- Helped find and clean up outdated knowledge content along the way.
| channel | Microsoft Teams |
|---|---|
| sources | SharePoint, Confluence, Jira, Okta, ITSM |
| escalation | Live agent |
| status | In production |
| dates | Mar – Sep 2024 |
| outcome | Reduced IT help-desk calls through employee self-service; went beyond a proof of concept into production. |
| recognition | Featured in a TCS case study. |
- Copilot Studio
- Power Automate
- Power BI
- SharePoint
- Confluence
- Jira APIs
- Okta APIs