Copilot Studio service assistant on the Power Platform.
Employees across two European countries now self-serve IT, HR, Facilities and Finance requests from one conversational assistant in Teams, instead of hunting through separate portals. Specialist time goes back to specialist work; routine requests are automated or routed automatically, with a clean handoff to a human when it's warranted. Just as important, the platform is governed and maintainable — one API gateway, a documented naming and flow standard, and a reusable child-agent pattern ready to extend across the remaining domains.
Specialists doing work the software should do
IT and HR specialists across the group were spending hours on repetitive, manual requests — and employees had to know which system did what. Leave lived in one portal, IT tickets in another, software requests somewhere else again. A third-party chatbot had been piloted for about a year: it proved real appetite for conversational self-service, but it wasn't where the organisation wanted to standardise for the long term.
One assistant, a governed integration layer behind it
I designed and built a single conversational assistant in Microsoft Teams on the Microsoft Power Platform. Employees describe what they need in plain language; the assistant gathers the right details and routes the request to the correct backend — without the user ever needing to know which system handles it. Every external call runs through one Azure API Management gateway, so security, authentication and monitoring are enforced in a single place across the whole DTAP pipeline.
A single front door for four departments
Employees across two European countries now self-serve IT, HR, Facilities and Finance requests from one conversational assistant in Teams, instead of hunting through separate portals. Specialist time goes back to specialist work; routine requests are automated or routed automatically, with a clean handoff to a human when it's warranted. Just as important, the platform is governed and maintainable — one API gateway, a documented naming and flow standard, and a reusable child-agent pattern ready to extend across the remaining domains.