I'm excited to share a project I recently completed using Copilot Studio. I developed an HR agent named Poly, designed to help users easily find and understand company policies and benefits. In this blog and video, I will walk you through the challenges faced by end users around access content like benefits and policies, the story behind the creation, and the solution this agent can provide end users. Additionally, I'll outline the steps I took to develop this agent, highlighting the integration of multiple knowledge bases, including SharePoint and ServiceNow.
The challenge in finding content
Joining a new organization can be daunting. New employees often struggle to rebuild their network, connect with new colleagues, and find essential resources such as policies and benefits. This challenge is not unique to new hires; even long-term employees can find it difficult to locate information, especially when it is scattered across multiple platforms like SharePoint and ServiceNow. The need for a centralized, user-friendly solution to access these resources became evident.
To address these challenges, I built an HR agent called Poly using Copilot Studio. The goal was to create a tool that would help users quickly find and understand various resources related to company policies and benefits. The idea was to leverage Copilot as the UI for AI, enabling seamless interaction with both internal and external services. By integrating SharePoint and ServiceNow knowledge bases, Poly provides a comprehensive solution for accessing information from multiple sources.
Building the solution
Poly, the HR agent, was designed to interact with users within Microsoft Teams, a platform where many employees spend a significant amount of their time, as well as everywhere you can access Copilot. By embedding Poly in Teams, users can easily chat with the agent and get answers to their questions without leaving their familiar workspace. The agent was built in Copilot Studio, allowing for easy management, control, and distribution as an approved app within the organization.
Development Steps
- Define the Agent's Persona and Instructions:
- Create a detailed description of the agent's persona, such as "Act as an HR administrator with 20 years of experience."
- Provide clear instructions to the agent on how to comprehend and respond to user queries.
- Integrate Knowledge Sources:
- ServiceNow Connector: Configure a read-only graph connector to pull information from ServiceNow knowledge bases. This is ideal for accessing policies and benefits stored in ServiceNow.
- SharePoint Integration: Connect to SharePoint sites and document libraries to pull relevant HR documents and policies.
- Disable Web Browsing: Ensure the agent only uses specified knowledge bases by disabling web browsing.
- Set Up Quick Action Buttons:
- Create quick action buttons (behaviors) in Copilot Studio to guide users on how to interact with the agent. These buttons provide a foundation for common questions users might ask.
- Test and Publish the Agent:
- Thoroughly test the agent to ensure it functions as expected.
- Publish the agent and share it with the organization. Ensure it is approved by the Teams admin for organization-wide access.
By combining multiple knowledge bases, including SharePoint and ServiceNow, Poly provides a seamless and efficient way for users to access HR-related information. This project demonstrates the power of Copilot Studio in creating intelligent agents that enhance productivity and user experience. Whether you're a new hire or a seasoned employee, Poly is here to help you navigate your organization's policies and benefits with ease.
Stay tuned for more exciting projects and tutorials on leveraging Copilot Studio to build innovative solutions!
Microsoft