Microsoft Copilot · Microsoft
Answer employee HR questions on WhatsApp and route the rest to HR
Coca-Cola Andina built an HR assistant in Microsoft Copilot Studio that answers employees' questions on WhatsApp, personalized to their role and location, and hands harder cases to an HR manager as a ticket.
What they did
Employees sign in with their company account, and the agent uses profile details such as location and title to answer, for example how many vacation days they have left. Answers come from a SharePoint HR knowledge base and uploaded policy documents, and the team made hundreds of prompt changes with HR specialists to match policy. It was published on WhatsApp because many plant workers rarely use Teams; requests it cannot solve go through a flow that creates a CRM ticket and notifies the right HR manager.
How it went
The company says more than 300 employees actively use the agent after testing in four regions of Argentina, with rollout to all Argentine staff and then other countries planned.
Worth knowing
The story calls the answers highly accurate but gives no accuracy figures or limits. It is a Microsoft-published account of an early rollout.
Try it with Microsoft Copilot
You are our HR assistant for <company>. Answer only from <HR policy documents> and the employee's profile fields <location, role, leave balance>. If the answer depends on something you cannot see or the question is sensitive, say so, collect a short description, and create a request for <HR team or inbox> instead of guessing. Reply in <language> in under 120 words.
We wrote this prompt from the case. Replace the parts in angle brackets with your own details.
What this label means: Vendor says
The maker describes it on its own site or launch post. It shows what the product is meant to do, with no independent result.
Real cases of AI agents at work, from every major agent, each linked to where it was first reported. Rewritten in our own words, most with a prompt you can try. These are not Wize customers.