{"id":23517,"date":"2026-05-07T09:00:00","date_gmt":"2026-05-07T16:00:00","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=23517"},"modified":"2026-05-14T09:03:50","modified_gmt":"2026-05-14T16:03:50","slug":"transforming-it-support-across-microsoft-with-the-employee-self-service-agent","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/transforming-it-support-across-microsoft-with-the-employee-self-service-agent\/","title":{"rendered":"Transforming IT support across Microsoft with the Employee Self-Service Agent"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">We\u2019re in a new world of work support today, where Microsoft 365 Copilot and agentic AI make getting detailed help with a problem as easy as typing a quick question into a chat interface.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At Microsoft, we\u2019ve put that potential into action by <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/deploying-the-employee-self-service-agent-our-blueprint-for-enterprise-scale-success\/\">building the Employee Self-Service Agent<\/a>, a centralized &#8220;front door\u201d for employee support inquiries on all things Microsoft. Whether the question is related to an IT, human resources (HR), or campus services-related challenge, this agentic solution delivers geographically relevant, role-specific content on demand.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our agent was rolled out in stages to our global workforce, as we continually added topic categories, features, and geographic availability. It eventually reached our entire workforce\u2014more than 300,000 employees and vendors in 103 countries and regions\u2014before being <a href=\"https:\/\/techcommunity.microsoft.com\/blog\/microsoft365copilotblog\/announcing-general-availability-of-the-employee-self-service-agent-in-microsoft-\/4469413\" target=\"_blank\" rel=\"noreferrer noopener\">publicly released last November<\/a>.<\/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\">Our team in Microsoft Digital\u2014the company\u2019s IT organization\u2014played a pivotal role in our global rollout, working closely with the product team and providing valuable feedback throughout development. It\u2019s all part of our <a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/inside-microsoft-being-customer-zero-in-an-ai-powered-world\/\">Customer Zero philosophy<\/a> here at the company.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The agent proved its value early, piloting in large, primarily English-speaking regions\u2014including Canada, India, the UK, and the US\u2014and reaching more than half of our global workforce. But we wanted to raise the bar, so we turned to the rest of Europe.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The next chapter in the rollout was the Europe North region, which brought in 21 countries that are home to a wide variety of languages, cultures, country-specific HR policies, and nuanced IT support requirements.<\/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\/2026\/05\/Allan-Hvass.png\" alt=\"A photo of Hvass.\" class=\"wp-image-23521\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Allan-Hvass.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Allan-Hvass-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Allan-Hvass-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\">\u201cFor the Employee Self\u2011Service Agent to work in Europe North, we had to listen locally to understand each country\u2019s realities and respect those differences, rather than forcing a single global approach.\u201d<\/p>\n<cite>Allan Hvass, director, Employee Experience in Europe North, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">However, early deployments in smaller markets in the region revealed that when local content for a specific geography was missing, the agent sometimes defaulted to policies related to the US or other unrelated countries. Sensitive HR scenarios and strict country-level rules increased the complexity and resulting challenges.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our team in Microsoft Digital met the challenge by working through front\u2011end field adoption and back\u2011end product updates to successfully land the Employee Self-Service Agent in Europe North\u2019s small and midsize countries. This included adapting the product to distinct local realities in each country.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cFor the Employee Self\u2011Service Agent to work in Europe North, we had to listen locally to understand each country\u2019s realities and respect those differences, rather than forcing a single global approach,\u201d says Allan Hvass, director for Employee Experience in the Europe North region of Microsoft Digital.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Mobilizing field representatives<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To help with the tricky aspects of driving local adoption of &nbsp;the Employee Self-Service Agent, our team in Microsoft Digital formed an adoption advisory team. The team included leadership representatives from all major countries and business divisions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The group established on\u2011the\u2011ground field representatives to create better communications channels with the Europe North countries. This helped us learn what was and wasn\u2019t working locally while we extended support for neighboring countries and kept excitement around the agent alive.<\/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\/2026\/05\/Daniel-Rusen.png\" alt=\"A photo of Rusen.\" class=\"wp-image-23522\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Daniel-Rusen.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Daniel-Rusen-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Daniel-Rusen-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\">\u201cI encouraged my colleagues to use the agent, and then to tell customers about their experience,\u201d Rusen says. \u201cA story grounded in real use is much more powerful and authentic than any slide deck.\u201d<\/p>\n<cite>Daniel Rusen, sales enablement and operations leader, Europe North<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Because the team had already been communicating about the agent internally, including hosting all-hands meetings to spark early usage, we were able to collect thousands of instances of employee feedback. Key themes surfaced, including policy accuracy by country, quality of language, and IT support variance by market.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Daniel Rusen, a sales enablement and operations leader for Europe North, served as one of the field representatives. He helped the advisory team close the loop between the field and the core project by highlighting the language and local relevancy issues that were reported. He also became an evangelist for the agent, encouraging other sales executives to use the tool and experience it first-hand.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cI encouraged my colleagues to use the agent, and then to tell customers about their experience,\u201d Rusen says. \u201cA story grounded in real use is much more powerful and authentic than any slide deck.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Driving adoption with contextual experiences<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To support the rollout of the Employee Self-Service Agent across Europe North, we designed an adoption approach aligned with regional priorities and local ways of working.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We focused on making the value of the agent immediately tangible. Through Microsoft Viva Engage communications, we connected the agent directly to Europe North business goals and highlighted the most relevant, high-impact scenarios\u2014helping employees quickly recognize when the agent was the right \u201cfront door\u201d for their support needs.<\/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\/2026\/05\/Edith-Dubisson.png\" alt=\"A photo of Dubuisson.\" class=\"wp-image-23523\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Edith-Dubisson.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Edith-Dubisson-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Edith-Dubisson-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\">\u201cAdoption is not about pushing a tool, it\u2019s about helping people recognize, in their own context, when it truly makes their day easier. By focusing on relevant scenarios, simple communication, and hands-on experiences, we made the Employee Self-Service Agent useful from the start.\u201d<\/p>\n<cite>Edith Dubuisson, senior business program manager, Employee Experience in Europe North, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">To avoid overwhelming users, we prioritized simple, focused communication formats. For example, an Advent calendar campaign combined the agent with Copilot capabilities, enabling employees to discover one practical, actionable use case at a time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In parallel, we hosted targeted readiness sessions to demonstrate key end-to-end scenarios and share practical tips and best practices. This ensured employees not only understood the value of the agent, but also felt confident using it from day one\u2014creating a strong and positive first experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAdoption is not about pushing a tool, it\u2019s about helping people recognize, in their own context, when it truly makes their day easier,\u201d says Edith Dubuisson, a senior business program manager in Microsoft Digital. \u201cBy focusing on relevant scenarios, simple communication, and hands-on experiences, we made the Employee Self-Service Agent useful from the start.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Fine-tuning the agent<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Built in Copilot Studio, the Employee Self-Service Agent works on global, regional, and area levels to make sure that users receive the content that corresponds to their geographical location and preferred language.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Microsoft Global Support Services group manages the agent capability and improvements, driven by a strong partnership with internal engineering teams. The team triaged feedback and partnered with the product group to tag accurate policies and knowledge by country, and to tune agent behavior and guardrails for localized content. They prioritized quick fixes and high-impact content gaps.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Updating the Employee Self-Service Agent to fix content mismatches in Europe North wasn\u2019t about tweaking the AI in isolation. Instead, we needed to overhaul the content that the agent relies on.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"550\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/David-Finney.png\" alt=\"A photo of Finney.\" class=\"wp-image-23524\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/David-Finney.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/David-Finney-273x300.png 273w\" 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\">\u201cInstead of treating mismatches as failures alone, we used them as signals to improve the underlying content\u2014revising articles, correcting categorization, and closing gaps in coverage. Over time, this combination of tightly scoped data sources, country-level tagging, and ongoing content curation turned the agent into a far more reliable assistant.\u201d<\/p>\n<cite>David Finney, director, IT Service Management, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">The team \u201cgrounded\u201d the agent in a set of trusted, IT-approved sources: About 250,000 vetted knowledge base articles and 15-20 different internal SharePoint sites containing policies, guidelines, how-to articles, and related information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Then they tackled regional nuances, one of the biggest drivers of content mismatches (when a user gets a reply based on content that doesn\u2019t match their country or region). The team tagged content by geography (such as UK-only or Romania-only), so the agent would be fed the correct information for that geographic area.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The process of fixing mismatches also yielded insights.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">David Finney, a director of IT Service Management in Microsoft Digital, frames the process as a clear lesson: AI is only as good as the content behind it, so the real work is often on the back end.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cInstead of treating mismatches as failures alone, we used them as signals to improve the underlying content\u2014revising articles, correcting categorization, and closing gaps in coverage,\u201d Finney says. \u201cOver time, this combination of tightly scoped data sources, country\u2011level tagging, and ongoing content curation turned the agent into a far more reliable assistant.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Impact and results<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The Global Support team added a continuous feedback loop to keep the agent\u2019s content aligned with reality. Users can flag low-quality and inaccurate answers directly through the agent interface. That data flows to a dedicated knowledge management team, creating an efficient pipeline for feedback to inform back\u2011end fixes and product improvements.<\/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\/2026\/05\/Anders-Jepsen.png\" alt=\"A photo of Jepsen.\" class=\"wp-image-23525\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Anders-Jepsen.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Anders-Jepsen-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Anders-Jepsen-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\u2019re measuring success by a reduction in tickets, but that\u2019s based on the user having a better experience using the Employee Self-Service Agent versus calling our global help desk and talking to a person. We can only be truly successful if we are creating a better experience for our users.\u201d<\/p>\n<cite>Anders Jepsen, director, Field IT Management, Microsoft Digital<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Today, the Employee Self-Service Agent\u2019s metrics are moving in the right direction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The team is optimistic as the Global Support Services data shows agent activity steadily increasing after it officially went live last October, as shown in the following image. At the same time, usage of Legacy Bot (an existing digital support chatbot) decreased, along with support interactions via phone, email, and web.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"753\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-scaled.png\" alt=\"Chart showing increased use of Employee Self-Service Agent in Europe North over the first six months of official release (October 2025 to March 2026).\" class=\"wp-image-23526\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-scaled.png 2560w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-300x88.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-1024x301.png 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-768x226.png 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-1536x452.png 1536w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/First-interactions-modality-graph-2048x603.png 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><figcaption class=\"wp-element-caption\">Data from Global Support Services shows use of the Employee Self-Service Agent in Europe North rose to account for more than half of all support interactions after just six months, as usage of Legacy Bot (brown band) and phone, email, and web support (light blue band) decreased.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">This data suggests the agent is meeting its ultimate goal: To provide users with an improved support experience, including better first\u2011touch answers that build employee confidence and yield faster issue resolution. This reduces escalation to human-run support channels and decreases the volume of tickets our employees have to create.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe\u2019re measuring success by a reduction in tickets, but that\u2019s based on the user having a better experience using the Employee Self-Service Agent versus calling our global help desk and talking to a person,\u201d says Anders Jepsen, a director of Field IT Management in Microsoft Digital. \u201cWe can only be truly successful if we are creating a better experience for our users.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What\u2019s next for self-service support<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Our experience deploying the Employee Self-Service Agent in Europe North has allowed us to create a playbook for other small and midsize countries in similar situations, including dealing with multiple languages and specific regional policies.<\/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\/2026\/05\/Trent-Berghofer.png\" alt=\"A photo of Berghofer.\" class=\"wp-image-23527\" style=\"width:150px\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Trent-Berghofer.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/Trent-Berghofer-300x300.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2026\/05\/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\">\u201cOur long-term ambition is to reduce our human-led support tickets by 40 percent. In some areas, like Europe North, we are already taking a significant step toward that.\u201d<\/p>\n<cite>Trent Berghofer, general manager, Microsoft Digital Modern Support<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">The agent now serves as both a self-service tool and the first contact point for employee questions. It doesn\u2019t completely remove humans from support, because if that first point of contact doesn\u2019t resolve the IT issue, a team of humans is available to help.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the end, the fewer support tickets that are opened, the more time employees can have back for higher-value tasks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOur long-term ambition is to reduce our human-led support tickets by 40 percent,\u201d says Trent Berghofer, a general manager in Microsoft Digital Modern Support. \u201cIn some areas, like Europe North, we are already taking a significant step toward that.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Employee Self-Service Agent is a great example of using the power of AI to increase employee productivity and efficiency, as they access highly curated support through the tool on demand. It fits in with our company\u2019s overall strategic efforts to evolve into an AI-driven Frontier Firm.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe agent brings IT, HR, and facilities together in one place,\u201d Dubuisson says. \u201cIt\u2019s not just a Q&amp;A bot. It gives you information, guides you, and even holds your hand through troubleshooting. The agent tells you what to do and can even do it for you. It standardizes, simplifies, and still lets you chat with someone or get a call back when you need it.\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 steps organizations can take today to implement an AI-powered employee support hub:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Evaluate your employee support systems. <\/strong>Assess whether employees have a single, trusted \u201cfront door\u201d for support issues, or if your organization\u2019s support is still fragmented across different tools.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Audit local policy coverage in your AI solutions.<\/strong> Identify where tools may be defaulting to global or geographically incorrect content&#8211;especially in regions with multiple countries or languages&#8211;to validate accuracy and boost trust.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Pilot localized AI support efforts in a diversified region. <\/strong>Engage regional HR, IT, and field adoption teams early on to make sure that AI experiences reflect real, country-specific employee needs.<\/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:\/\/adoption.microsoft.com\/ai-agents\/employee-self-service-agent\/?OCID=InsideTrack_Product_10828\" target=\"_blank\" rel=\"noreferrer noopener\">Learn all 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\/deploying-the-employee-self-service-agent-our-blueprint-for-enterprise-scale-success\/\">Check out our in-depth guide to deploying 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\/accelerating-employee-services-at-microsoft-with-the-employee-self-service-agent\/\">See how we\u2019re accelerating support services at Microsoft 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\/reimagining-campus-support-at-microsoft-with-the-employee-self-service-agent\/\">Read about how the agent improves campus and facilities-related support at Microsoft.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoft-365\/copilot\/employee-self-service\/overview\" target=\"_blank\" rel=\"noreferrer noopener\">Explore Microsoft Learn content about the Employee Self-Service Agent.<\/a><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/ignite.microsoft.com\/sessions\/BRK286\" target=\"_blank\" rel=\"noreferrer noopener\">Watch a Microsoft Ignite Session about the Employee Self-Service Agent.<\/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>We\u2019re in a new world of work support today, where Microsoft 365 Copilot and agentic AI make getting detailed help with a problem as easy as typing a quick question into a chat interface. At Microsoft, we\u2019ve put that potential into action by building the Employee Self-Service Agent, a centralized &#8220;front door\u201d for employee support [&hellip;]<\/p>\n","protected":false},"author":222,"featured_media":23519,"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":[864,199,868,137,881,597,850,852,263,880],"coauthors":[887],"class_list":["post-23517","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-featured","tag-agent","tag-ai","tag-ai-deployment-and-adoption","tag-change-management","tag-developer-tools","tag-employee-experience","tag-end-user-services-and-support","tag-it-and-business-operations","tag-microsoft-365","tag-microsoft-copilot-studio","m-blog-post"],"yoast_head":"<!-- This site is optimized 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