Finance scenario: Automate financial query management

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Available with: Microsoft 365 Copilot | Copilot Studio Scenario level:
Extend

KPIs impacted

Spend on systems

Value benefit

Cost savings

Employee experience

Using Copilot to automate financial query management


1. Query collection

Use Copilot Studio to create an agent that answers common finance questions from employees at your company and logs items to a quality control database.

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Copilot Studio

Benefit: Ensures that all internal queries are captured and properly categorized for efficient handling.

2. Knowledge base integration

Empower the agent to respond to questions using a custom copilot trained on knowledge base documents.

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Copilot Studio

Benefit: Access to a comprehensive knowledge base ensures accurate and consistent information is used in responses.

3. Automated feedback

Utilize the agent to prompt employees to give feedback on the information provided.

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Copilot Studio

Benefit: Gather user feedback to refine the knowledge base and response mechanisms.

4. Case escalation

Have the agent escalate via email when the feedback indicates further action is required.

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Copilot Studio

Benefit: Direct complex issues to the right experts, ensuring high-quality support.

5. Feedback loop

Using Copilot in Word, update the knowledge base articles with information from Microsoft Graph. You may also update agent responses with Copilot Studio.

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Copilot in Word

Benefit: Update documentation to share best practices and avoid future issues.

6. Reporting & analytics

Have Copilot help to draft a report and presentation around consistent issues, fixes, and next steps.

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Copilot in PowerPoint

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Copilot in Word

Benefit: Offer detailed reports on query handling and knowledgebase usage to optimize the system.

1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

2Access Business Chat at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

3Copilot agents allow Microsoft 365 Copilot to access your company-specific apps. In the past, this would have required an API call to get data from a system of record. The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.