Professional services — Copilot Studio agent in Teams

The problem

Helpdesk tickets for routine requests consumed 30+ hours a week. Knowledge lived in Confluence, SharePoint, and someone's inbox. A previous chatbot project stalled because nobody owned topic maintenance. Partners wanted AI that actually triggered actions — create a ticket, check leave balance, book a room — with an audit trail.

Constraints

• — Agent must live in Teams — where staff already work
• — Actions require Entra authentication — no anonymous access
• — HR and IT data boundaries enforced — payroll topics restricted
• — Production pilot in two weeks, not a six-month R&D project

Approach

1. Step 1

   Topic & action design

   Workshopped top 15 repeat requests with IT and HR. Prioritised five high-volume topics with safe, automatable actions — ticket creation, FAQ lookup, room booking, leave balance check, equipment request.

2. Step 2

   Copilot Studio build

   Built two production agents in Copilot Studio — IT support and HR self-service — with Dataverse for conversation logging, Power Automate for ticket and booking actions, and fallback to human handoff.

3. Step 3

   Governance & rollout

   Documented data boundaries, topic owners, change process, and escalation paths. Rolled out to 40-user pilot group with feedback loop before firm-wide expansion.

Deliverables

• Two Copilot Studio agents live in Microsoft Teams
• Five production topics with authenticated actions each
• Governance doc — owners, boundaries, and change process
• Pilot rollout checklist and training quick-reference
• Conversation logging and audit trail in Dataverse

Results

Helpdesk load

Routine ticket volume dropped ~40% in pilot group

Response time

Typical FAQ answered in under 30 seconds vs same-day ticket

Adoption

72% of pilot users active within first two weeks

Stack

Copilot Studio · Teams · Entra ID · Dataverse · Power Automate