Building a custom AI agent that answers employee HR questions, processes leave requests, and escalates complex cases — integrated directly into Microsoft Teams.
An HR team of 4 handles 200+ employee inquiries per week covering PTO balances, benefits enrollment, policy questions, and leave requests. 60% of tickets are repetitive questions answerable from the employee handbook — consuming time that should be spent on strategic HR initiatives.
A Copilot Studio agent named “HR Assist” is deployed in Microsoft Teams, trained on company HR policies, and connected to HR systems via Power Automate connectors.
The employee handbook, benefits guide, PTO policy, and onboarding documents are uploaded as knowledge sources. Copilot Studio uses generative AI to answer questions from these documents with cited references.
Custom topics handle specific intents: “Check PTO Balance” connects to the HRIS API, “Submit Leave Request” triggers a Power Automate approval flow, and “Benefits Enrollment” guides employees through open enrollment steps.
Power Automate connectors pull real-time data from the HRIS — employees see their actual PTO balance, upcoming holidays, and benefits elections without HR involvement.
When the agent cannot resolve a query (confidence below threshold), it creates a Teams chat with an available HR team member, passing the full conversation context so the employee never has to repeat themselves.
Built-in analytics show top topics, resolution rates, escalation frequency, and satisfaction scores — enabling continuous improvement of the agent's knowledge base.
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