{"id":20977,"date":"2025-11-13T10:25:00","date_gmt":"2025-11-13T18:25:00","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=20977"},"modified":"2025-11-14T08:32:48","modified_gmt":"2025-11-14T16:32:48","slug":"reimagining-campus-support-at-microsoft-with-the-employee-self-service-agent","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/reimagining-campus-support-at-microsoft-with-the-employee-self-service-agent\/","title":{"rendered":"Reimagining campus support at Microsoft with the Employee Self-Service Agent"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Julie is a typical Microsoft employee, one who commutes to her office, parks in a garage, orders meals from the cafeteria, finds her way to and around different buildings, hosts visitors, and occasionally must deal with a facilities-related service request.<\/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\">In the past, Julie might have interacted with different apps and websites to get help with each of those tasks. Today, thanks to the power of agentic AI and Microsoft Copilot Studio, Julie can turn to a single portal to handle all of it: the Employee Self-Service Agent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This agentic tool, which will soon be released publicly as a free add-on for the Microsoft 365 Copilot license, has already made a big impact on the lives of our employees, saving them time, effort, and frustration. We call it the \u201cone-stop shop\u201d experience of employee self-service.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cBefore we had the Employee Self-Service Agent, the employee-assistance experience was fragmented across mobile, websites, and physical kiosks,&#8221; says Becky West, a principal group product manager in Microsoft Digital, the company\u2019s IT organization. \u201cThe new agent unifies all of these experiences and puts them in the same place.\u201d 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 help ticket, etc.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\" style=\"margin-top:var(--wp--preset--spacing--spacing-10);margin-bottom:var(--wp--preset--spacing--spacing-10)\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Becky-West.png\" alt=\"West in a photo.\" 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;Our employees rely on AI tools like Copilot to help get their work done. And the same is now true for resolving an issue related to facilities.&#8221;<\/p>\n<cite>Becky West, principal group product manager, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Of course, employees like Julie also need assistance with other common job-related tasks, like getting their human resources (HR) questions answered or fixing a technical issue with their device.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Those are also important categories included in the Employee Self-Service Agent, <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/unlocking-enterprise-ai-extensibility-at-microsoft-with-microsoft-copilot-studio\/\">something the flexibility and extensibility of Copilot Studio makes possible<\/a><strong>. <\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOur employees rely on AI tools like Copilot to help get their work done,\u201d West says. \u201cAnd the same is now true for resolving an issue related to facilities, HR, or IT support. We live in an AI-powered world, and this agent meets the moment for our people.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this story we share how we&#8217;re using the Employee Self-Service Agent in the real estate and facilities space, but it does much more than that. Our employees also use it to get help with IT problems and answers to their HR queries, and we expect to add other key areas soon, such as finance and legal. <a href=\"https:\/\/aka.ms\/msd-essagentintro\" target=\"_blank\" rel=\"noreferrer noopener\">Available to all Microsoft employees worldwide<\/a>, the full agent is already delivering a significant boost in productivity, cost savings, and user satisfaction across the company.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Everyday use cases for agentic assistance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Julie might not need IT support or help with an HR issue every day. But she\u2019s always on the hunt for her favorite foods for lunch.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In our existing dining app, employees could look up that day\u2019s menu for a specific building cafeteria, but they couldn\u2019t just ask, \u201cHey, where can I get some good teriyaki on campus today?\u201d <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With the Employee Self-Service Agent, now they can.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cSearching on type of cuisine or dish is one of the top requests we were getting,\u201d says Balaji Radhakrishnan, principal software engineering manager for the dining team. \u201cIt was an important feature missing from our existing apps, and we solved that with the employee-assistance agent.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">Employee Self-Service Agent screenshot<\/h2>\n\n\n\n<figure class=\"wp-block-image 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-teryaki.png\" alt=\"A screenshot shows an employee query looking for teriyaki and the agentic response listing multiple locations where the dish is being offered that day.\" class=\"wp-image-20979\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-teryaki.png 2124w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-teryaki-300x211.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-teryaki-1024x721.png 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-teryaki-768x541.png 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-teryaki-1536x1082.png 1536w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-teryaki-2048x1442.png 2048w\" sizes=\"auto, (max-width: 2124px) 100vw, 2124px\" \/><figcaption class=\"wp-element-caption\">The AI-driven power of natural-language querying means that employees can simply ask the Employee Self-Service Agent where their favorite food is being served on campus, rather than spending valuable time perusing different caf\u00e9 menus in the unending quest for the best teriyaki. &nbsp;<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Not only can the agent help Julie locate the perfect lunch, it also connects her to the tool where she can order and pay for it. This streamlines the process for her\u2014she doesn\u2019t have to remember which website or app to call up to procure her teriyaki treat. (In the future, we plan to extend the functionality so the agent remembers your previous food choices, and you can order right from the agent.)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dining is just one of the facilities-related experiences we targeted when developing the Employee Self-Service Agent. Other tasks include: &nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\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\">Parking \u2013 registering a car to park on campus<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Maps \u2013 navigating around a building or a campus <\/li>\n\n\n\n<li class=\"wp-block-list-item\">Facilities tickets \u2013 getting help with office furniture, lighting, HVAC, or other building issue<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Transportation \u2013 calling a shuttle for a ride between buildings or finding commuting help<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Finding a space \u2013 locating a place to relax, work, or connect with colleagues <\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe started out by looking at the services we already offered,\u201d West says. \u201cWe thought about what tasks would be in highest demand, where that information or transaction lived now, and how best to surface it. The more we explored the power of the agent, the wider the variety of experiences we were able to incorporate.\u201d <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Saving time and reducing frustration<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Resolving employee pain points and saving time are two of the key advantages inherent to this area of agentic employee assistance. Consider the common employee task of registering a business-related campus guest (such as an interview candidate or a prospective customer).<\/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\/Bhavani-Paruchuri.png\" alt=\"Bhavani in a photo.\" class=\"wp-image-20980\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Bhavani-Paruchuri.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Bhavani-Paruchuri-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Bhavani-Paruchuri-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\">\u201cIf we can handle 50%\u2014600,000\u2014of these business-related visitor registrations through the Employee Self-Service Agent, that adds up to 50,000 hours of employee time each year.\u201d<\/p>\n<cite>Bhavani Paruchuri, senior product manager, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">According to Bhavani Paruchuri, a senior product manager in Microsoft Digital, in 2024 Microsoft saw more than 2 million registered visitors at our buildings worldwide. Roughly 1.2 million of these were business-related guests.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Previously, employees had to email or talk to lobby hosts (front-desk staff) when they wanted to register a guest; the host would then enter visitor details into the Guest Management System. Now, the Employee Self-Service Agent provides a simple form within the chat, asking for details like guest name, email, purpose, building number, and date. Once the form is submitted, the system confirms it and sends a QR code directly to the guest via email.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe calculated that this new process could save at least five minutes for each guest registration,\u201d Bhavani says. \u201cIf we can handle 50%\u2014600,000\u2014of these business-related visitor registrations through the Employee Self-Service Agent, that adds up to 50,000 hours of employee time each year. So, just in this one area alone, the agent can have a big impact on overall productivity.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Those savings add up, and quickly. <strong><\/strong><\/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\/Erik-Downing.png\" alt=\"Downing in a photo.\" class=\"wp-image-20981\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Erik-Downing.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Erik-Downing-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Erik-Downing-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\">\u201cOnce you start using the agent for dining, you use it daily. As we added in cuisine and price filtering and other functionality that wasn\u2019t available before, you could see it was a big differentiator from what the previous tools could do.\u201d<\/p>\n<cite>Erik Downing, principal product manager, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">One of the reasons we decided to include facilities-related help early on in the development of the Employee Self-Service Agent is that these common tasks would help increase usage of the new portal\u2014building a habit with our workers that would have long-term benefits. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We have already seen employees used to finding a meal with the agent also using it to solve other challenges, including in the HR and Support spaces. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOnce you start using the agent for dining, you use it daily,\u201d says Erik Downing, a principal product manager with Microsoft Digital. \u201cAs we added in cuisine and price filtering and other functionality that wasn\u2019t available before, you could see it was a big differentiator from what the previous tools could do.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">West explains how this can have an outsized effect on promoting product adoption.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIf people get in the daily habit of using the agent for these routine tasks, they\u2019ll be more comfortable going to it for other things,\u201d West says. \u201cThen you can really start to scale the agent up and see the larger impact across more areas.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Filing a service request with the help of AI<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Julie gets to work one morning and is dismayed to discover that her adjustable desk will no longer rise to a standing position. She needs to open a facilities ticket for help.<\/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\/Sonaly-Choudary.png\" alt=\"Choudary in a photo\" class=\"wp-image-21078\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Sonaly-Choudary.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Sonaly-Choudary-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Sonaly-Choudary-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 AI automatically picks out the problem class and the problem type; presents a form with the details; asks for confirmation; then kicks off the ticket right from there. It\u2019s all in one place, AI-driven, and truly agentic in terms of task completion\u2014and it will only get better.\u201d<\/p>\n<cite>Sonaly Choudary, senior product manager, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">In the past, this would have required Julie to send Facilities an email with a description of the problem, or she would have had to track down the right app or web form for the same purpose.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Now, she can simply snap a photo of the broken desk and upload it to the Employee Self-Service Agent. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The agent will open a form and use information from the photo to create the help ticket right there. This image-based technology, like natural-language chat, is something that our previous apps couldn\u2019t do, which reflects the power of AI.&nbsp; <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWhether you upload a photo or just describe your issue using natural language, we\u2019ve really pushed this tool to be as agentic as possible,\u201d says Sonaly Choudary, a senior product manager who works on facilities technology products for Microsoft Digital. \u201cThe AI automatically picks out the problem class and the problem type; presents a form with the details; asks for confirmation; then kicks off the ticket right from there. And then you can query the agent to get status updates on it. It\u2019s all in one place, AI-driven, and truly agentic in terms of task completion\u2014and it will only get better.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How Customer Zero makes our products better<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Because Microsoft employees are the first ones to use our newest products and features, we have the opportunity to roll them out gradually and test them under actual enterprise-work conditions, which enables us to gather valuable feedback and telemetry. This data is then fed back into the product development process to make key improvements. <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/inside-microsoft-being-customer-zero-in-an-ai-powered-world\/\">We call this our Customer Zero philosophy<\/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\/Michelle-Schaefer.png\" alt=\"Schaefer in a photo.\" class=\"wp-image-20983\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Michelle-Schaefer.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Michelle-Schaefer-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Michelle-Schaefer-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\">\u201cWe were pioneers as Customer Zero in showing the need for these services in an employee-assistance portal, and the product group saw that need.\u201d<\/p>\n<cite>Michelle Schaefer, principal product manager in Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">In the case of the Employee Self-Service Agent, we began product development by tackling HR and IT support, which were key areas to capture cost savings.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But how could we get even wider usage of the product? We turned to our real estate and facilities functions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe facilities and real estate aspect of Microsoft Digital is unique, in that it focuses on the employee experience at the company, literally in the buildings,\u201d says Michelle Schaefer, a principal product manager in Microsoft Digital. \u201cAll those tasks\u2014getting lunch, parking, filing a facilities ticket, moving around the campus, inviting a guest\u2014are universal for all our employees. We were pioneers as Customer Zero in showing the need for these services in an employee-assistance portal, and the product group saw that need. And we\u2019re constantly gathering telemetry to learn how our workers can more easily discover the agent and have a better experience with it each time.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Adding the facilities and real estate category to the Employee Self-Service Agent also helped our engineers learn more about building an agent that presents a \u201csingle pane of glass\u201d to the user on the front end but incorporates so many different functions on the back end.<\/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\/Thomas-Po.png\" alt=\"Po in a photo.\" class=\"wp-image-20984\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Thomas-Po.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Thomas-Po-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Thomas-Po-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\">\u201cOur strategy with this new natural-language agent is to augment our existing tools, which brings AI to the experience and gets the user to the right place.\u201d<\/p>\n<cite>Thomas Po, senior product manager, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Each team has its own tools that compete for our employees\u2019 attention.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe challenge was to turn all those into a common experience for the user,\u201d says Erik Orum Hansen, a principal engineering manager for Microsoft Digital. \u201cThat\u2019s been a learning journey for us, as the organization pivoted to developing a single agent incorporating all these different functions.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This single-portal approach makes it so much easier for users to explore their options and figure out the best way to accomplish the task, even as the underlying tools are still available.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We still have as many as 15 different tools that employees use today for campus related tasks, but we\u2019re managing them more effectively\u2014now our employees only need to use them when their use case is more challenging or detailed in nature. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOur strategy with this new natural-language agent is to augment our existing tools, which brings AI to the experience and gets the user to the right place,\u201d says Thomas Po, a senior product manager for Microsoft Digital. \u201cThe user may not have the specific facilities app they need on their phone, but everyone has Copilot, right? It\u2019s about giving our employees access to information in more places and connecting them to the right tool or function.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">Employee Self-Service Agent screenshot<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"814\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form.jpg\" alt=\"A screenshot shows the Employee Self-Service Agent providing a pre-filled form to help the user complete their shuttle booking.\" class=\"wp-image-21028\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form.jpg 2124w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form-300x115.jpg 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form-1024x392.jpg 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form-768x294.jpg 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form-1536x589.jpg 1536w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Employee-Self-Service-shuttle-form-2048x785.jpg 2048w\" sizes=\"auto, (max-width: 2124px) 100vw, 2124px\" \/><figcaption class=\"wp-element-caption\">The Employee Self-Service Agent not only answers user questions, it also can pull up a form and pre-fill fields to help them execute their task\u2014such as booking a shuttle from one campus building to another.&nbsp;<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The Employee Self-Service Agent can also see when an employee took prior action, recognize that they might want to take the same action again, and suggest that action\u2014for example, suggesting that they may want to reserve a shuttle ride to the same location they\u2019ve visited previously. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThis allows users to have a more contextual, conversational experience,\u201d says Ram Kuppaswamy, a principal software engineering manager in Microsoft Digital. \u201cFor example, <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/making-transportation-seamless-and-efficient-with-the-power-of-data-and-ai-at-microsoft\/\">for transportation needs<\/a> they can just type, \u2018Help me book a campus shuttle,\u2019 and the agent can suggest options based on their previous ride history. Then it can call up a form to help complete the booking. Users really love it.\u201d<strong><\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Built on the power of Copilot Studio<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We built the Employee Self-Service Agent with <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/unlocking-enterprise-ai-extensibility-at-microsoft-with-microsoft-copilot-studio\/\">Microsoft Copilot Studio<\/a>, a powerful platform that allows you to create and extend AI agents. The agent is designed so that our customers can customize it to fit their own business needs and integrate it with their existing technologies.<\/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\/Eric-Orum-Hansen.png\" alt=\"Orum Hansen in a photo.\" class=\"wp-image-20986\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Eric-Orum-Hansen.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Eric-Orum-Hansen-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2025\/11\/Eric-Orum-Hansen-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\">\u201cWe didn\u2019t want a custom connector; we wanted to go with an out-of-the-box connector that worked with Dynamics,\u201d he says. \u201cThere were some product iterations to deal with while we made sure it met Microsoft\u2019s data-compliance standards, but ultimately it made it easier to show customers how simple it is to implement the agent\u2014it\u2019s a very low-code\/no-code solution.\u201d<\/p>\n<cite><strong>Erik Orum Hansen, principal engineering manager, Microsoft Digital<\/strong><\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">When we built the part of the Employee Self-Service Agent that handled HR and IT Support needs, we were able to create connectors for major third-party service providers in those areas, such as Workday, SAP, and ServiceNow. (These connectors are now \u201cout-of-the-box capabilities\u201d that are included in the product.)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the facilities and real estate space, we have numerous vendors that we work with to provide various campus services. Since we already used various existing internal applications to connect employee requests with these vendors, we were able to create connectors for the agent easily using Copilot Studio. More importantly, we were also able to use the out-of-the-box Dataverse connector that worked with our Dynamics 365 data, which cut down on development time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe agent functions as a single entry point, which then connects with the Microsoft Dynamics data,\u201d Schaefer says. \u201cWe have numerous different facilities vendors in different parts of the world, but we didn\u2019t have to build multiple connectors to those vendors because of the common Dynamics back end.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Orum Hansen says this caused a small delay in the internal deployment of the product, but that it was worth it in the end.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe didn\u2019t want a custom connector; we wanted to go with an out-of-the-box connector that worked with Dynamics,\u201d he says. \u201cThere were some product iterations to deal with while we made sure it met Microsoft\u2019s data-compliance standards, but ultimately it made it easier to show customers how simple it is to implement the agent\u2014it\u2019s a very low-code\/no-code solution.\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=\"Gregersen in a photo.\" 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\">\u201cWe&#8217;re also previewing more multi-agent capabilities that are coming from Copilot Studio, which our customers will be able to incorporate into their own solutions. The product is just going to get richer and richer over time, as it extends into other lines of business.\u201d<\/p>\n<cite><strong>Kirk Gregersen, corporate vice president, Microsoft Viva and Microsoft 365 Copilot Experiences<\/strong><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">The future of workplace AI<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In many ways, we\u2019re still in the early stages of the revolution that AI agents are going to bring to the workplace. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But the Employee Self-Service Agent is a significant early marker on that path.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe first step is to develop this agent that\u2019s optimized for the HR, IT, and facilities verticals,\u201d says Kirk Gregersen, corporate vice president of product for Microsoft Viva and Microsoft 365 Copilot Experiences. \u201cWe&#8217;re also previewing more multi-agent capabilities that are coming from Copilot Studio, which our customers will be able to incorporate into their own solutions. The product is just going to get richer and richer over time as it extends into other lines of business.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As employees like Julie are already finding out, <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/the-agentic-future-how-were-becoming-an-ai-first-frontier-firm-at-microsoft\/\">this new era of agentic AI<\/a> is going to be a major improvement over what came before.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cMost companies already have some kind of employee-assistance portal solution,\u201d Orum Hansen says. \u201cWith this new agent, there\u2019s an opportunity to really reimagine the entire experience\u2014to shed some of the old baggage and figure out how to do things differently. It\u2019s going to lead to a more efficient workplace, along with more satisfied employees.\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 a few factors to remember when implementing an AI-powered employee-assistance solution at your company:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Pick high-value targets.<\/strong> Consider employee needs and the most commonly used assistance functions (using data where available), then develop a solution that addresses those areas. This will drive adoption and daily use of the agent.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Customize the solution.<\/strong> Take advantage of the extensibility of Copilot Studio to develop an agent that fits your organization\u2019s specific needs.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Augment existing tools.<\/strong> Your employee-assistance agent can be the front door through which users find the tool they need. Over time, you can retire legacy tools and portals as the agent is able to complete the same functions on its own.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Go beyond information retrieval.<\/strong> Employees want to be able to carry out tasks right from the agent, so incorporate forms and other technologies that allow them to accomplish their goal as quickly and easily as possible.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Think outside the box. <\/strong>The image-driven feature we developed for filing a facilities ticket is a great example of applying the revolutionary abilities of AI to solve problems in new and innovative ways.&nbsp; &nbsp;&nbsp;<\/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_10785\" 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\/accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent\/\">Read about the full scope of the impact the Employee Self-Service Agent is having on our organization.<\/a><\/li>\n\n\n\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 about our strategic approach to agentic AI internally at Microsoft.<\/a>&nbsp;<\/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\/\">Explore 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<\/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>Julie is a typical Microsoft employee, one who commutes to her office, parks in a garage, orders meals from the cafeteria, finds her way to and around different buildings, hosts visitors, and occasionally must deal with a facilities-related service request. Engage with our experts! Customers or Microsoft account team representatives from Fortune 500 companies are [&hellip;]<\/p>\n","protected":false},"author":209,"featured_media":21005,"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":[71,1],"tags":[864,199,868,137,880,822,89,597,850,852,827,424],"coauthors":[841],"class_list":["post-20977","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-featured","category-uncategorized","tag-agent","tag-ai","tag-ai-deployment-and-adoption","tag-change-management","tag-microsoft-copilot-studio","tag-corporate-functions","tag-digital-transformation","tag-employee-experience","tag-end-user-services-and-support","tag-it-and-business-operations","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>Reimagining campus support at Microsoft with the Employee Self-Service Agent - Inside Track Blog<\/title>\n<meta name=\"description\" content=\"Learn how our employees are accomplishing their regular facilities-related tasks much faster with the new AI-driven Employee Self-Service Agent.\" \/>\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\/reimagining-campus-support-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=\"Reimagining campus support at Microsoft with the Employee Self-Service Agent - Inside Track Blog\" \/>\n<meta property=\"og:description\" content=\"Learn how 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