Abstract

This paper presents the ongoing development of a conversational agent implemented using Microsoft Copilot Studio, aimed at automating and streamlining support provided to the Finance department of a public university. The project originated in response to the high volume of phone calls and repetitive requests received by the IT team, mainly related to administrative processes, reports, and solutions for minor technical issues. The agent leverages institutional documentation and guidelines as its knowledge base to address basic operational inquiries, and connects securely to internal databases through APIs to deliver more accurate assistance. The solution is currently in the testing phase prior to full deployment. It is expected that this solution can be replicated both across other internal portals and in similar institutional areas.

Download

Share

COinS