Microsoft Scenario Library Financial Services Banking – Internal policy Q&A agent

Available with: Microsoft Copilot Studio

Financial Services scenario: Banking – Internal policy Q&A agent

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Scenario

Use Copilot Studio to create an internal policy Q&A agent

Provides quick, accurate answers to staff questions about internal policies and procedures by leveraging enterprise knowledge, ensuring compliance, reducing response time, and supporting informed decision-making.

1. Ingest internal content

Uploads policy manuals, procedures, training guides, and updates.

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AI Agent

Benefit: Supports knowledge management best practices by organizing and tagging enterprise knowledge content.

Detects and identifies the user’s role and their question/intent.

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AI Agent

Benefit: Detects intent, roles and context to enable faster triaging and appropriate urgency assignment.

Searches the policy knowledge base (SharePoint) and finds the most relevant, source-backed answer.

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AI Agent

Benefit: Classifies accurate and up-to-date answer to reduce time spent gathering background information manually and repeatedly.

Surfaces related Q&A from past chats for consistency.

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AI Agent

Benefit: Suggests follow-ups to boost accuracy and consistency in customer-facing answers.

Gathers ratings or comments on response quality for future tuning.

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AI Agent

Benefit: Captures feedback, enhances speed, personalization, and precision in customer communication.

Routes unclear, incorrect or complex questions to designated experts.

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AI Agent

Benefit: Automates escalation for unclear questions/scenarios.

KPIs

Opportunity to impact key functional area KPIs

Generate insights and content within the everyday flow of work, expedite investigations, and communicate more effectively to prevent and remediate compliance issues.
Speed data analysis and reporting
  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

Improve productivity by leveraging automation to quickly prioritize and accomplish daily tasks, optimize processes, and save time and effort on daily tasks.
Boost productivity
  • Rapidly research customer interactions
  • Create first drafts faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

Differentiate customer interactions from competitors to help increase market share; Reduce the time for comprehensive portfolio evaluation with change recommendations reflecting market dynamics; Build trust and confidence among clients leading to increased number of active investors. 
Improve customer meetings
  • Research company information
  • Learn how to pitch the product
  • Organize information from past interactions
  • Completely focus during the meeting

Streamline operations for faster resolution of customer issues, providing tools for decision-making and strategy development. This can lead to higher customer satisfaction, increased customer lifetime value, and maximized customer investment portfolio.
Improve customer satisfaction
  • Diagnose a problem quickly using
    external and internal databases
  • Automated analysis using customer data and knowledge base
  • Quicker and more accurate draft responses
    based on historical resolution data
  • Proactive and personalized follow-up communications

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-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.