Microsoft Copilot · Microsoft
Give employees one agent for HR questions and requests
Microsoft's HR team rolled out an Employee Self-Service agent inside Microsoft 365 Copilot that answers questions on leave, pay, performance and learning from vetted sources and pre-fills forms, starting country by country.
What they did
Built in Copilot Studio, the agent draws HR answers only from authoritative sources and uses employee context such as country. When a task needs action it offers a form filled from the chat, and when it cannot resolve something it hands off to a person who can see the conversation. The rollout started in the UK and Canada, then India, then the US and the rest of the world, with HR staff rating answers for accuracy during testing.
How it went
Microsoft says it is targeting at least 40% fewer support tickets and a 44% drop in monthly HR tickets by mid-2026. The agent is now available to all Microsoft employees.
Worth knowing
The ticket figures are targets and projections, not measured results, and the HR lead calls it a work in progress. It needs heavy customization and clean source content to work.
Try it with Microsoft Copilot
Act as our employee self-service assistant. Use only <approved HR pages> and the employee's country to answer questions on leave, pay dates, benefits and training. When the employee wants to do something, list the form or system they need with the fields you can pre-fill from the chat. If you are not sure or the source is outdated, hand the question to <HR contact> with a one-line summary.
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