Microsoft Scenario Library Government Citizen Q&A agent

Available with: Microsoft Copilot Studio

Government scenario: Citizen Q&A agent

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Scenario

Use Copilot Studio to create a citizen Q&A agent

Equip public service agents with instant, accurate answers from policy documents and internal knowledge to enhance citizen trust and experience.

1. Ingest knowledge sources

Gathers FAQs, manuals, and policy documents to build a unified knowledge base.

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AI Agent

Benefit: Gathers manual, FAQs and policy documents to ensure up-to-date information ingestion.

Indexes and fetches the exact article matching each citizen query.

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AI Agent

Benefit: Searches from source repository such as SharePoint to reduce lookup time for precise answers.

Rewrites complex policy text into clear, conversational answers and links back to sources to the citizens.

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AI Agent

Benefit: Synthesizes complex policy documents to deliver easy-to-understand explanations.

Flags questions beyond its scope and forwards full context to live agents.

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AI Agent

Benefit: Seamlessly connects citizens with experts via emails and Teams, ensuring complex issues reach the right help.

Sends summarized emails and messages to supervisors and case managers to track urgent communications (policy violations, compliance issues, escalated complaints, or time-sensitive requests).

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AI Agent

Benefit: Sends summarized emails and messages to supervisors so that urgent details never slip through.

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help maintain budgets

Copilot can be extended into financial systems and other processes to bring data together and speed decision-making based on targets and trends.
Speed data analysis and reporting
  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

How Microsoft Copilot can help improve courtroom efficiency

Automate the tracking of Judicial utilization to uncover data insights and increase courtroom efficiency and transparency.
Task organization
  • Ensure critical tasks are addressed first
  • Track multiple deadlines

How Microsoft Copilot can help improve communications

Copilot streamlines employee creativity and collaboration, reducing the time and effort needed to meet communication demands and bolstering public trust.
Content creation
  • Ideate creative new ways to communicate
  • Tailored content to increase
    engagement and reach
  • Translation to expand global reach
  • Analyze effectiveness to update in real time

How Microsoft Copilot can help reduce procurement cycle time

Enable faster delivery timelines and contract compliance percentage rates to ensure contract terms and are met.
Optimizing Procurement Workflows
  • Reduce time spent on administrative tasks
  • Find knowledge and take action
  • Efficiently draft and format documents
  • Swiftly scan and summarize documents

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.