Copilot-based employee knowledge assistant

The problem

Employees ask the same questions repeatedly through service desks, HR mailboxes and team channels. Answers exist, but they are distributed across intranet pages, PDF handbooks and shared mailboxes, and they are not consistently current. Support teams re-answer known questions instead of handling exceptions.

Our approach

Source content is audited and curated first: duplicates retired, ownership assigned, review dates set. A Copilot Studio agent is grounded on the curated set and inherits Microsoft 365 permissions, so an employee only receives answers from content they are already entitled to see. Every response cites its source document. Questions the agent cannot answer confidently route to the owning team, and the gap is logged so the knowledge base improves from real demand.