Scaling Internal Support Through AI-Powered Knowledge Management 

A global technology company helps thousands of emerging businesses access cloud technology and provides technical resources, program benefits, and operational support. Behind the scenes, the company has support specialists, operations teams, and customer-facing employees who must navigate a complex system of policies, onboarding requirements, benefit programs, verification processes, sponsorship credits, support boundaries, and escalation procedures. The information about these content areas was scattered among many different systems, making it difficult to scale the support model without additional overhead. 

The Challenge 

Like many businesses, there was no shortage of documentation. The problem was finding it, understanding it, and using it fast enough to help someone on a support call or email. Employees had to dig through multiple repositories, including SharePoint sites, support documentation, process guides, websites, PDFs, and internal knowledge bases, to answer a single question. Even when the correct guidance existed, you needed to know where to look, what to search and whether the guidance was still applicable. 

As a result, experienced team members kept getting pulled in to answer routine questions. Team leads spent valuable time fielding repetitive requests instead of doing other priority work. New hires needed a lot of hand holding just to get up to speed. And depending on who you asked, you could get a different answer to the same question. The information was there. Getting to it, and trusting it, was the hard part.

Why We Were Chosen 

We were already working in the company’s operational environment, supporting a range of functions including program operations, customer support, analytics, project management, fraud management, and continuous improvement initiatives. 

This operational experience provided a unique advantage. Rather than approaching the project solely as a technology implementation, we understood the day-to-day questions employees encountered, the workflows they followed, and the knowledge gaps that created friction across support operations.  

Our team combined its operational and knowledge-management experience with Microsoft Power Platform capabilities, process-improvement practices, analytics, and AI implementation know-how. This allowed us to focus on solving a business problem first and then apply the appropriate technology to support it. 

The Solution 

Working closely with stakeholders and subject matter experts, our team designed and implemented an Internal Support Agent using Microsoft Copilot Studio and Microsoft Teams. The solution consolidated trusted guidance from approved sources, including internal documentation, SharePoint content, support resources, Azure sponsorship information, and program process documentation. 

We used a phased approach beginning with the most frequent questions that had established answers. More content areas were added, and the agent was tested before rolling it out through Microsoft Teams, a platform that employees were already familiar with.  

The result: employees could describe a customer issue using plain language and get an answer on policies, processes, troubleshooting steps, ownership boundaries, and escalation paths through a single conversation  connected directly within Microsoft Teams. 

The Results 

The Internal Support Agent shifted how employees access operational knowledge by creating a single, trusted entry point for support guidance. 

Rather than beginning every inquiry with a manual search or a message to a team lead, employees can now quickly find relevant information through a conversational self-service experience grounded in approved documentation. 

During its first quarter of use, the Internal Support Agent assisted in more than 1,800 conversations, served over 300 users, and reached more than 80 daily users at peak adoption. The solution is estimated to have saved approximately 300 hours of team bandwidth during that period alone. 

Beyond the time saved, the support got more consistent, employees can find answers faster and new hires ramp up quicker.  Experienced specialists spend less time answering repeat questions and more time focusing on complex issues, coaching, and process improvement. The solution also provides valuable insight into commonly asked questions, knowledge gaps, and pinpoint processes that create the greatest confusion. These insights create opportunities for ongoing documentation improvements, operational refinement, and future automation initiatives. 

What Comes Next 

The Internal Support Agent established a scalable framework for making organizational knowledge more accessible and actionable. Future enhancements may include expanded knowledge coverage, deeper analytics, automated workflows, conversation-based escalation experiences, and additional integrations with operational systems. 

More importantly, the project demonstrates a broader lesson for businesses pursuing AI-enabled support experiences: successful generative AI initiatives are not built solely on technology. They require trusted knowledge, clear governance, operational expertise, team culture, and a deep understanding of employee workflows. 

By combining those elements, a business can reduce time spent searching for information, improve consistency, speed up onboarding, and enable support teams to scale more effectively without proportionally increasing operational costs. 

Most companies don’t lack knowledge.  They lack a reliable way to get to the right version. We used AI to fix that, so people pull accurate, consistent answers whenever they need them.

Andrew Baker, Program Delivery Manager

Facing similar knowledge and support challenges? Contact us to learn how an AI-powered support assistant can help your company unlock the full value of its existing knowledge and scale support more effectively.