Company: Global ITES Enterprise
The client is a global technology company with a workforce of approximately 240,000 employees across 60 countries.
Goal: The company is focused on leveraging AI Agents to enhance productivity and employee satisfaction while reducing operational costs.
Revolutionizing the Workplace with Agents in Teams
The client aimed to elevate employee productivity and overall experience through an AI-powered solution designed to streamline support operations — reducing ticket volumes, directing users to a self-service knowledge base, and automating routine service requests, ultimately helping drive down operational costs.
The Solution
The client selected Microsoft Copilot Studio, Power Platform, and Azure OpenAI services to develop and deploy an AI-powered conversational agent.
The agent automates routine tasks, provides real-time employee support, and integrates with multiple enterprise systems, including Microsoft Teams, ServiceNow, and the Employee Portal.
The solution was initially developed using the standard Copilot Studio harness and was subsequently moved to the GitHub Copilot (GHCP) harness as part of the solution's evolution. The transition allowed the existing agent solution to continue within the newer authoring experience while retaining its core capabilities and enterprise integrations.
Agent Capabilities
The AI agent supports employees across a range of common workplace scenarios, including:
- Providing instant responses to employee queries.
- Directing employees to relevant knowledge and self-service resources.
- Automating routine service requests.
- Integrating with enterprise applications and systems.
- Supporting multi-step employee interactions.
- Delivering assistance directly through Microsoft Teams.
From Standard Harness to GHCP Harness
The agent was initially authored using the standard Copilot Studio harness, enabling the solution to be developed, integrated, and deployed to support employee needs.
As part of the solution's evolution, the agent was subsequently moved to the GitHub Copilot (GHCP) harness, Microsoft's newer authoring experience for building and managing agents.
The transition maintained the agent's existing business capabilities and integrations while bringing the solution into the newer GHCP authoring environment.
The agent continues to leverage the broader Microsoft ecosystem, including Copilot Studio, Power Platform, Azure OpenAI, Microsoft Teams, ServiceNow, and the Employee Portal.
The Results
The implementation of Agentic AI through Microsoft Copilot Studio delivered measurable improvements to the employee experience and support operations:
- 30% reduction in operational costs
- 2–4 hours saved per employee per week
- 50–60% improvement in response times
- 50% reduction in employee queries
These improvements helped enhance employee productivity, increase access to self-service support, and reduce the operational effort associated with routine employee requests.
The subsequent move from the standard Copilot Studio harness to the GHCP harness forms part of the solution's ongoing evolution as the client continues to adopt newer agent development capabilities.
Conclusion
The client's journey demonstrates how AI-powered employee support can be implemented at enterprise scale using the Microsoft ecosystem.
Starting with the standard Copilot Studio harness, the agent was developed to automate tasks, provide real-time support, and integrate with key enterprise systems. The solution was subsequently moved to the GitHub Copilot (GHCP) harness, allowing the existing agent to continue within the newer authoring experience.
With Microsoft Copilot Studio, Power Platform, Azure OpenAI, Microsoft Teams, ServiceNow, and the Employee Portal, the solution supports a global workforce of approximately 240,000 employees while delivering measurable improvements in operational efficiency, response times, and employee productivity.
Planning your own AI-powered employee experience? Talk to NeeliTech, we've made the journey.