Finance scenario: Automate financial query management

Download scenario guide
Available with: Copilot for Microsoft 365 | Copilot Studio Scenario level:

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 a chat bot that answers common finance questions from employees at your company and logs items to a quality control database.

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Copilot Studio

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

2. Knowledge base integration

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

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Copilot Studio

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

3. Automated feedback

Utilize the chat bot to prompt employees to give feedback on the information provided.

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Copilot Studio

Gather user feedback to refine the knowledgebase and response mechanisms.​

4. Case escalation

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

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Copilot Studio

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 chat bot responses with Copilot Studio.

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Copilot in Word

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

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

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

1Access Copilot at or the Microsoft Copilot mobile app and set toggle to “Web”
2Access Copilot at, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”