{"id":20941,"date":"2025-11-13T10:25:00","date_gmt":"2025-11-13T18:25:00","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=20941"},"modified":"2025-12-11T12:00:25","modified_gmt":"2025-12-11T20:00:25","slug":"accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent\/","title":{"rendered":"Accelerating employee services at Microsoft with the Employee Self-Service Agent"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Microsoft is a huge and complex organization, with more than 200,000 full-time employees working in hundreds of locations around the world.<\/p>\n\n\n\n<aside class=\"wp-block-group aside-for-guide has-white-200-background-color has-background has-global-padding is-content-justification-right is-layout-constrained wp-container-core-group-is-layout-3f1abf08 wp-block-group-is-layout-constrained\" style=\"border-radius:10px;padding-top:var(--wp--preset--spacing--spacing-12);padding-right:var(--wp--preset--spacing--spacing-12);padding-bottom:var(--wp--preset--spacing--spacing-12);padding-left:var(--wp--preset--spacing--spacing-12)\">\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-298f84b7 wp-block-group-is-layout-flex\" style=\"margin-top:0;margin-bottom:0;padding-top:0;padding-bottom:0\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"132\" height=\"132\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/10\/Engage-with-our-experts_blogs.png\" alt=\"\" class=\"wp-image-20636\" style=\"width:48px\"\/><\/figure>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\"><strong>Engage with our experts!<\/strong><\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-4)\">Customers or Microsoft account team representatives from Fortune 500 companies are welcome to <a href=\"mailto:msitstaff@microsoft.com\">request a virtual engagement<\/a> on this topic with experts from our Microsoft Digital team.<\/p>\n<\/aside>\n\n\n\n<p class=\"wp-block-paragraph\">Previously, when our employees had a question or a problem\u2014whether it be a technical issue, an HR query, or just wanting to know what\u2019s for lunch\u2014they had to navigate through a variety of different apps, tools, and SharePoint sites to find the answer or get help with their task.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It was a time-consuming and frustrating experience. But the advent of generative AI has given us a new opportunity.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Microsoft 365 Copilot and the power of agentic AI have created a world where people simply type in questions or requests to get prompt and helpful assistance. Now we\u2019re applying the capabilities of Copilot and agentic technology to the ongoing challenge of employee assistance.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/09\/Nathalie-DHers.png\" alt=\"A photo of D'Hers.\" class=\"wp-image-20209\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/09\/Nathalie-DHers.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/09\/Nathalie-DHers-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/09\/Nathalie-DHers-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cAt Microsoft, our mission is to transform the employee experience with AI solutions that provide personalized and seamless interactions for our employees throughout the workday. What we\u2019ve created with the Employee Self-Service Agent is a powerful example of a solution doing just that.\u201d<\/p>\n<cite>Nathalie D\u2019Hers, corporate vice president, Employee Experience<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">The result is the new Employee Self-Service Agent, a \u201cone-stop shop\u201d providing vetted and personalized solutions to our workers across a range of high-demand topics and tasks, including human resources (HR), IT support, and facilities and real estate.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The agent combines the help functions for human resources, IT support, and facilities and real estate into one tool, allowing our employees to handle a range of tasks, such as requesting parental leave, resolving a problem with their device, or getting something fixed in their office. The Employee Self-Service Agent is available to all Microsoft employees worldwide and <a href=\"https:\/\/adoption.microsoft.com\/en-us\/ai-agents\/employee-self-service-agent\/\">is also now available to customers<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAt Microsoft, our mission is to transform the employee experience with AI solutions that provide personalized and seamless interactions for our employees throughout the workday,&#8221; says Nathalie D&#8217;Hers, corporate vice president of Employee Experience. &#8220;What we\u2019ve created with the Employee Self-Service Agent is a powerful example of a solution doing just that.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The power of a \u2018single pane of glass\u2019<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The essential premise of the Employee Self-Service Agent is that it serves as the one place for Microsoft employees to go when they need assistance. This means that they don\u2019t have to remember what tool or website offers the best way to handle their question or task\u2014it\u2019s all available in one seamless, AI-powered interface.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWith this agent, we wanted a \u2018single pane of glass\u2019 for our employees and managers,\u201d says Rajamma Krishnamurthy, principal PM architect manager for Employee Experience in Microsoft HR. \u201cThe idea is that they can come in and get all their questions answered, rather than have to go to multiple tools or URLs in different areas.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">Employee-Self Service screenshot<\/h2>\n\n\n\n<figure class=\"wp-block-image alignleft size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"1496\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service.png\" alt=\"A screenshot from the Employee Self-Service Agent shows examples of how to get started.\" class=\"wp-image-20945\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service.png 2124w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-300x211.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-1024x721.png 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-768x541.png 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-1536x1082.png 1536w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-2048x1442.png 2048w\" sizes=\"auto, (max-width: 2124px) 100vw, 2124px\" \/><figcaption class=\"wp-element-caption\">The Employee Self-Service Agent allows the user to ask questions in natural language and get step-by-step responses that help answer their questions or resolve their issue.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The workflow is simple\u2014launch Microsoft 365 Copilot, select \u201cEmployee Self-Service,\u201d and type in your query. The agent then orchestrates an authoritative response and\/or offers a form that can be used to carry out the desired action (auto-populating the form with details from the chat where possible). <\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Prerna-Ajmera.png\" alt=\"A photo of Ajmera. \" class=\"wp-image-20944\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Prerna-Ajmera.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Prerna-Ajmera-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Prerna-Ajmera-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>\u201c<\/strong>Many support tools that could benefit employees go unused because of limited awareness and the friction involved in completing tasks. This tool gives employees a new way to access that helpful information.\u201d<\/p>\n<cite><strong>Prerna Ajmera, general manager, HR digital strategy and innovation<\/strong><\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">If the question or task can\u2019t be resolved by the agent, it hands the employee off to the appropriate tool, subagent, or support person.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Employee Self-Service Agent is driving usage of support tools that our employees often overlook.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u201c<\/strong>Many support tools that could benefit employees go unused because of limited awareness and the friction involved in completing tasks,\u201d says Prerna Ajmera, general manager for HR digital strategy and innovation. \u201cThis tool gives employees a new way to access that helpful information.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">An early focus on HR and IT Support<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In developing the Employee Self-Service Agent, we initially identified two main categories of employee assistance to focus on: HR and technical support. These are areas that generate millions of internal queries and support cases (help tickets) from our employees every year, which means the potential for a significant return on investment (ROI). (We subsequently added real estate and facilities later in the process.) <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the case of human resources, this meant looking at all the HR experiences that employees need help with and figuring out what could be handled with AI. Whether it was a question or task related to personal time off (PTO), performance, compensation, learning, internal job listings, well-being, or something else, we needed to make sure that the information the agent returned was relevant and helpful to that employee.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This is what distinguishes the Employee Self-Service Agent from Microsoft 365 Copilot Chat, which provides a more general answer that may not apply to that particular worker\u2019s situation, and can\u2019t access all relevant information about that employee.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Rajamma-Krishnamurthy.png\" alt=\"A photo of Krishnamurthy.\" class=\"wp-image-20946\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Rajamma-Krishnamurthy.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Rajamma-Krishnamurthy-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Rajamma-Krishnamurthy-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cWhen it comes to HR, you need to make sure the answers are coming from authoritative sources, because HR is a very sensitive and vital part of how a company runs.\u201d<\/p>\n<cite>Rajamma Krishnamurthy, principal PM architect manager, Employee Experience, Microsoft HR<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">With Copilot, you might ask for an overview of everything to do with a given project. But when it comes to employee-assistance topics, casting a wide net is not the desired outcome. An employee doesn\u2019t want to hear about HR policies in India when they work in the U.S., or to get Mac-focused tech help when they use a PC. The needs of each of our employees are different, and so we built the agent to reflect that.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A major task in developing the agent was making sure that all the content that it draws from is accurate and up to date. This was especially important for HR-related responses, which sometimes deal with sensitive topics. We\u2019ve carefully thought through privacy and security issues, are following our company Responsible AI principles, and making sure the agent adheres to regulations for each country or region.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWhen it comes to HR, you need to make sure the answers are coming from authoritative sources, because HR is a very sensitive and vital part of how a company runs,\u201d Krishnamurthy says. \u201cOur new agent was built so that only vetted sources are responding to these questions.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One advantage of the Employee Self-Service Agent is its ability to provide real-time assistance. Rather than having to file a ticket and then wait 24 to 48 hours for a response, the employee can get on-demand help and hopefully resolve their problem without waiting.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cPreviously, resolving an HR help request could take a couple of days,\u201d Ajmera says. \u201cThese delays often came from the back-and-forth of traditional support channels\u2014\u2018OK, you told me this; now, what\u2019s the policy for that? What\u2019s next?\u2019 With the agent, employees can get answers in minutes. That\u2019s the beauty of it.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Trent-Berghofer.png\" alt=\"A photo of Berghofer.   \" class=\"wp-image-20947\" style=\"width:145px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Trent-Berghofer.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Trent-Berghofer-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Trent-Berghofer-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cThe agent\u2019s content is specifically grounded in our authoritative IT service sources, and it also knows relevant details about you as a user. All of this context makes it better at guiding employees to solve their own support issues.\u201d<\/p>\n<cite>Trent Berghofer, general manager, Microsoft Digital Modern Support<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Agentic assistance to accomplish more <\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Another differentiator from previous employee assistance tools is that the Employee Self-Service Agent enables task completion, not just information retrieval.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example, consider technical support (such as dealing with an audio issue on an employee\u2019s device). Our workers are now able to get detailed, contextual, and specific help with their technical issues, helping them solve the issue without having to engage with assisted support and get a ticket created.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">An agentic solution for employee assistance<\/h2>\n\n\n\n<div class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-73811dce wp-block-group-is-layout-grid\" style=\"margin-bottom:0\">\n<div class=\"wp-block-group has-white-color has-blue-1300-background-color has-text-color has-background has-link-color wp-elements-86cc3facc26d15a531c0103444f4f50d wp-container-content-a56e390f has-global-padding is-layout-constrained wp-container-core-group-is-layout-48e64321 wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--spacing-12);padding-right:var(--wp--preset--spacing--spacing-12);padding-bottom:var(--wp--preset--spacing--spacing-12);padding-left:var(--wp--preset--spacing--spacing-12)\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-05035658 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"109\" height=\"120\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Retrieve.png\" alt=\"\" class=\"wp-image-20954\" style=\"width:48px\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-8);margin-bottom:0\"><strong>Retrieve<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\" style=\"margin-top:0;margin-bottom:0\">The agent retrieves information from authoritative sources and delivers responses based on contextual data about the employee.  <\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-white-color has-blue-1300-background-color has-text-color has-background has-link-color wp-elements-b2d4361a5481690546b705a6376e4628 wp-container-content-a56e390f has-global-padding is-layout-constrained wp-container-core-group-is-layout-48e64321 wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--spacing-12);padding-right:var(--wp--preset--spacing--spacing-12);padding-bottom:var(--wp--preset--spacing--spacing-12);padding-left:var(--wp--preset--spacing--spacing-12)\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-05035658 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"120\" height=\"120\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Take-action.png\" alt=\"\" class=\"wp-image-20957\" style=\"width:48px\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-8);margin-bottom:0\"><strong>Take action<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\" style=\"margin-top:0;margin-bottom:0\">The agent helps the employee take action right from the chat and avoid having to navigate multiple tools and workspaces.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-white-color has-blue-1300-background-color has-text-color has-background has-link-color wp-elements-3b6f1146e78d02f642e6ee663f0abe89 wp-container-content-a56e390f has-global-padding is-layout-constrained wp-container-core-group-is-layout-48e64321 wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--spacing-12);padding-right:var(--wp--preset--spacing--spacing-12);padding-bottom:var(--wp--preset--spacing--spacing-12);padding-left:var(--wp--preset--spacing--spacing-12)\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-05035658 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"122\" height=\"120\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Customize.png\" alt=\"\" class=\"wp-image-20958\" style=\"width:48px\"\/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-8);margin-bottom:0\"><strong>Extend<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\" style=\"margin-top:0;margin-bottom:0\">The agent is designed to be flexible and customizable, based on the organization&#8217;s existing software workflows and third-party solutions.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"margin-top:0\"><em>The Employee Self-Service Agent retrieves authoritative information with natural-language queries and enables users to take action from within the chat.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe agent\u2019s content is specifically grounded in our authoritative IT service sources, and it also knows about you as a user\u2014that you have this particular device, and the compliance state of that device, and what country you\u2019re located in,\u201d says Trent Berghofer, general manager of the Microsoft Digital Modern Support team. \u201cAll of this context makes it better at guiding the employee to solve their own problem, versus doing a generic search on the issue.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the employee does have to connect to live support via phone or chat, the technician will have access to their conversation with the agent. This way, the support professional can view details the user has already provided and the solutions that have already been tried. This saves time and decreases frustration.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Task completion is a primary gauge of return on investment (ROI) for the Employee Self-Service Agent. The overall goal across all help categories is for the agent to result in at least 40% fewer support tickets. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Each ticket represents a significant cost to any organization, and those costs add up, especially at large companies. With more than 2 million IT support interactions (via Virtual Agent, chat, and phone) across Microsoft annually, we project that the Self-Service Agent will produce substantial savings in tech support alone.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">HR is another area where we hope to generate impact, as employees meet their needs with the Employee Self-Service Agent. Our specific goals include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Reduce monthly HR tickets by 44% by mid-2026&nbsp;through expanded self-service capabilities<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Save employee time with rapid, frictionless fulfillment of requests&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Boost overall discovery and use of HR programs to deliver increased ROI<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Increase business agility and reduce end-to-end process time <\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOnce it\u2019s fully adopted, we&#8217;re expecting the agent to manage somewhere between 400,000 and 600,000 employee interactions a year that used to result in an HR support ticket,\u201d Ajmera says. \u201cThat\u2019s a significant shift and learning curve for our organization, in terms of how employees get help. Scaling the agent up to have this major business impact has been one of the biggest challenges for us.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Saving time with AI support<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Employee time savings is another significant driver of ROI. This is a key part of the third vertical we\u2019ve targeted with the Employee Self-Service Agent\u2014<a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/reimagining-campus-support-at-microsoft-with-the-employee-self-service-agent\/\">real estate and facilities<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Becky-West.png\" alt=\"A photo of West. \" class=\"wp-image-20972\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Becky-West.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Becky-West-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Becky-West-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">&#8220;Before we had the Employee Self-Service Agent, the employee-assistance experience was kind of fragmented across mobile, websites, and physical kiosks. The new agent unifies all of these experiences and puts them in the same place.&#8221;<\/p>\n<cite>Becky West, principal group product manager, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">With hundreds of office buildings around the world, including dozens of caf\u00e9s and other specialized sites, Microsoft must handle a constant stream of employee inquiries and activities related to real estate and facilities. These include things like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Transportation \u2013 calling a shuttle for a ride between buildings<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Dining \u2013 learning where your favorite dish is being served (and ordering it to go)<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Booking a room \u2013 locating a space to relax or connect with colleagues<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Lobby and visitor services \u2013 registering a campus guest<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Facilities tickets \u2013 getting help with a repair or other building issue<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Parking registration \u2013 recording where your car is parked<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Maps \u2013 finding your way around a building or a campus<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Before we had the Employee Self-Service Agent, the employee-assistance experience was kind of fragmented across mobile, websites, and physical kiosks,&#8221; says Becky West, principal group product manager in Microsoft Digital. &#8220;The new agent unifies all of these experiences and puts them in the same place. Now our employees can ask questions in natural language, and it guides them through whatever campus experience they need to do\u2014invite a guest, find dining options, create a ticket, etc.&#8221;<strong><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The number of working hours currently spent by our employees trying to find the answer to their facilities-related question or filling out a form to complete a task is difficult to quantify precisely across such a large organization. But consider just one common exercise: registering a visitor at a Microsoft building.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to Digital Workplace Services data, in 2024 there were 2 million registered visitors at Microsoft buildings worldwide, with roughly 1.2 million of these considered business-related.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Previously, employees had to email or talk to lobby hosts (front-desk staff) to invite guests to Microsoft; the host would then enter the guest details into the Guest Management System.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Now, the Employee Self-Service Agent provides a simple form within the chat, asking for details like guest name, email, purpose (business or personal), building number, and date. Once the form is submitted, the system generates a confirmation and sends a QR code directly to the guest via email. That alone has the potential to save us 50,000 hours of employee time per year.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kyle-von-Haden.png\" alt=\"A photo of von Haden. \" class=\"wp-image-20948\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kyle-von-Haden.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kyle-von-Haden-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kyle-von-Haden-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cOne benefit of this is that anything you can do with Copilot Studio in terms of a custom engine agent, you can do in the Employee Self-Service Agent. Our product documentation goes into detail on how to configure it based on your particular needs.\u201d<\/p>\n<cite><strong>Kyle von Haden, principal group product manager, Microsoft 365 Copilot product group<\/strong><\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Another great example is a common facilities request, like replacing a light bulb, reporting broken furniture, or workspaces that require cleaning. Instead of having to figure out which tool to use to report the issue and then filling out a request, the individual can go straight to the Employee Self-Service Agent and upload a photo. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe agent detects the problem based on the image, fills in details, and enables the user to file their service request right from the chat,\u201d West says.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customizable and extensible<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The Employee Self-Service Agent was built with <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/unlocking-enterprise-ai-extensibility-at-microsoft-with-microsoft-copilot-studio\/\">Microsoft Copilot Studio<\/a>, a tool that enables users to create and extend AI agents. The product is intentionally designed so that our customers can customize it to fit their own business needs using preconfigured workflows and accelerator packs that come with the agent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOne benefit of this is that anything you can do with Copilot Studio in terms of a custom engine agent, you can do in the Employee Self-Service Agent,\u201d says Kyle von Haden, a principal group product manager for the Microsoft 365 Copilot product group. \u201cOur product documentation goes into detail on <a href=\"https:\/\/learn.microsoft.com\/en-us\/copilot\/microsoft-365\/employee-self-service\/customize\" target=\"_blank\" rel=\"noreferrer noopener\">how to configure it<\/a> based on your particular needs. We\u2019re even including code samples that show you how to extend the agent further than what you get right out of the box.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For instance, many of our customers rely on third-party solution providers such as Workday, SAP, or ServiceNow. So, our development process included producing connectors for some of these third-party offerings, making it easier for customers to integrate the Employee Self-Service Agent into their existing workflows.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This extensibility is an advantage of adopting the Employee Self-Service Agent, according to von Haden.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe beauty of this product is that it comes with all these accelerators that help customers jumpstart their ability to deliver AI-driven employee assistance, because there\u2019s no inherent limitations,\u201d he says. \u201cThey have all the same flexibility they\u2019d get by building a solution from scratch, but they get to build on this Copilot Studio foundation that offers powerful capabilities and will continue to grow as we invest more in it.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The role of Customer Zero<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">With a new product like the Employee Self-Service Agent, having Microsoft employees use it as part of their everyday work and then provide detailed feedback was a valuable aspect of the development process. This is the essence of the company\u2019s commitment as Customer Zero.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cFor the Employee Self-Service Agent, the role of our internal users as Customer Zero has been incredibly important\u2014in this case, doubly so,\u201d says Kirk Gregersen, corporate vice president of product for Microsoft Viva and Microsoft 365 Copilot Experiences. \u201cBecause not only are we learning how to deploy the product in a real, complex environment, but we&#8217;re doing it in a world that&#8217;s completely new, given all of the changing variables around AI.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To that end, we began rolling the agent out to employees more than a year ago in a geographically phased approach\u2014first to the United Kingdom and Canada, then India, then to the United States and the rest of the world. Regular communications to employees\u2014via email, Microsoft Viva, and other channels\u2014raised awareness and encouraged use of the agent. And a sophisticated plan for listening and gathering product telemetry was implemented, so that all feedback could be captured and routed back to the product team.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This process was particularly important for building stakeholder trust in the tool. For example, our HR professionals worked closely with the product group to make sure the answers produced by the Employee Self-Service Agent met their high bar for accuracy and reliability.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cEngaging our stakeholders early was key,\u201d Ajmera says. \u201cWe iterated with them as they went through the various prompts and responses manually and rated them for accuracy. We learned a lot. It\u2019s still a work in progress, but we\u2019ve gotten to the point where the agent is able to automatically generate responses that meet stakeholder expectations.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kirk_Gregersen.png\" alt=\"A photo of Gregersen.\" class=\"wp-image-20949\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kirk_Gregersen.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kirk_Gregersen-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Kirk_Gregersen-150x150.png 150w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cThis product is very significant for us, both from the user perspective and the cost-savings angle. We can get the right answers to and solve issues for our employees faster, which increases their satisfaction and helps them be more effective.\u201d<\/p>\n<cite><strong>Kirk Gregersen, corporate vice president, Microsoft Viva and Microsoft 365 Copilot Experiences<\/strong><\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">This \u201cvirtuous flywheel\u201d development process played a role in making the Employee Self-Service Agent better and preparing it for general release, as a feature available to all Microsoft 365 enterprise customers with a Copilot license. That release is expected soon.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Because the agent is built on Microsoft Copilot Studio, it gives us flexibility to adapt and grow as needed. We plan to eventually expand the Employee Self-Service Agent to other key areas across the company, like finance, legal, and more\u2014to become a true single-pane-of-glass portal for all our employees\u2019 needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the end, the agent offers the potential to deliver the kind of impact that only truly breakthrough business software can: delighted users and major ROI.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThis product is very significant for us, both from the user perspective and the cost-savings angle,\u201d Gregersen says. \u201cWe can get the right answers to and solve issues for our employees faster, which increases their satisfaction and helps them be more effective. And the solution scales up to real cost savings for the organization.\u201d<\/p>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Key-takeaways-badge.png\" alt=\"\" class=\"wp-image-19493\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Key-takeaways-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Key-takeaways-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">Key takeaways<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Here are some things to consider when tackling employee assistance at your organization:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Approach it from the user perspective.<\/strong> Offering a \u201csingle pane of glass\u201d portal from which an employee can access help on a wide variety of topics may present some technical challenges, but it meets users where they are and resolves their pain points.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Start with high-demand categories. <\/strong>We launched our Employee Self-Service Agent journey with two core verticals that offer potential for ROI: HR and IT support. We then added facilities and real estate, in part because the high usage rates (such as for dining and transportation) would drive greater employee awareness and boost user-session numbers.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Think about task completion.<\/strong> Employees need to not only access authoritative information, they also want the ability to accomplish their goal right from the agent interface. If their issue can\u2019t be handled by the agent, it should be able to make a smooth handoff to the tool that can.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Spend time up front on data governance. <\/strong>An employee-assistance agent must supply clear, current, and accurate information that is highly relevant to that user. Vague, inaccurate, or irrelevant answers can damage product credibility with your employees.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Customizable rather than a turnkey solution.<\/strong> It\u2019s important to note that the Employee Self-Service Agent is a flexible template built on top of Copilot Studio; it requires customization by your organization in terms of implementation, categorization, data selection, third-party integration, privacy, legal considerations, and other factors.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Make sure to collect feedback and iterate.<\/strong> Generative AI tools are still new, and your help solutions can be improved by listening to your employees and acting on what they tell you about their experience. <\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Try-it-out-badge.png\" alt=\"\" class=\"wp-image-19492\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Try-it-out-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Try-it-out-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">Try it out<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/learn.microsoft.com\/en-us\/copilot\/microsoft-365\/employee-self-service\/overview?OCID=InsideTrack_Product_10777\" target=\"_blank\" rel=\"noreferrer noopener\">Learn more about the Employee Self-Service Agent.<\/a><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Related-links-badge.png\" alt=\"\" class=\"wp-image-19491\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Related-links-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Related-links-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">Related links<\/p>\n<\/div>\n\n\n\n<ul style=\"margin-top:var(--wp--preset--spacing--spacing-20)\" class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/the-agentic-future-how-were-becoming-an-ai-first-frontier-firm-at-microsoft\/\">Learn more about our strategic approach to agentic AI internally at Microsoft.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/reimagining-campus-support-at-microsoft-with-the-employee-self-service-agent\/\">Find out how we\u2019re transforming the way our employees get help on campus with the Employee Self-Service Agent.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/making-transportation-seamless-and-efficient-with-the-power-of-data-and-ai-at-microsoft\/\">Read how the Employee Self-Service Agent is helping Puget Sound-based Microsoft employees with their transportation needs.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/how-microsoft-hr-is-using-viva-and-copilot-for-microsoft-365-to-empower-our-employees\/\">Explore how Microsoft HR is using Viva and Copilot to empower our employees.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/enabling-modern-support-at-microsoft-with-ai\/\">Learn how we\u2019re enabling modern support at Microsoft with AI.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/enterprise-ai-maturity-in-five-steps-our-guide-for-it-leaders\/\">Discover our five-step guide that helps IT leaders get to enterprise AI maturity.<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-c0392459 wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-7db9d80f wp-block-group-is-layout-constrained\" style=\"padding-right:0;padding-left:0\">\n<figure class=\"wp-block-image alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"190\" height=\"190\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Wed-like-to-hear-from-you-badge.png\" alt=\"\" class=\"wp-image-19490\" style=\"object-fit:cover;width:75px;height:75px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Wed-like-to-hear-from-you-badge.png 190w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/07\/Wed-like-to-hear-from-you-badge-150x150.png 150w\" sizes=\"auto, (max-width: 190px) 100vw, 190px\" \/><\/figure>\n\n\n\n<p class=\"has-body-xl-font-size wp-block-paragraph\" style=\"margin-top:var(--wp--preset--spacing--spacing-24);margin-bottom:0;padding-top:var(--wp--preset--spacing--spacing-24)\">We&#8217;d like to hear from you!<\/p>\n<\/div>\n\n\n\n<ul style=\"margin-top:var(--wp--preset--spacing--spacing-20)\" class=\"wp-block-list is-style-list-no-bullets\">\n<li class=\"wp-block-list-item\"><a href=\"mailto:msitstaff@microsoft.com\">Want more information? Email us and include a link to this story and we\u2019ll get back to you.<\/a><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Microsoft is a huge and complex organization, with more than 200,000 full-time employees working in hundreds of locations around the world. Engage with our experts! Customers or Microsoft account team representatives from Fortune 500 companies are welcome to request a virtual engagement on this topic with experts from our Microsoft Digital team. Previously, when our [&hellip;]<\/p>\n","protected":false},"author":209,"featured_media":20969,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":true,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_hide_featured_on_single":false,"_show_featured_caption_on_single":true,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[71],"tags":[199,868,137,883,880,822,597,850,852,263,827,424],"coauthors":[841],"class_list":["post-20941","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-featured","tag-ai","tag-ai-deployment-and-adoption","tag-change-management","tag-citizen-development","tag-microsoft-copilot-studio","tag-corporate-functions","tag-employee-experience","tag-end-user-services-and-support","tag-it-and-business-operations","tag-microsoft-365","tag-microsoft-365-copilot","tag-power-platform","m-blog-post"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Accelerating employee services at Microsoft with the Employee Self-Service Agent - Inside Track Blog<\/title>\n<meta name=\"description\" content=\"We\u2019ve developed and deployed a powerful Employee Self-Service Agent at Microsoft to better assist our workers in timely, cost-effective ways.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Accelerating employee services at Microsoft with the Employee Self-Service Agent - Inside Track Blog\" \/>\n<meta property=\"og:description\" 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