Building a Context-Aware Support Copilot with Copilot Studio and Power Automate

Overview

We created a smart support Copilot using Microsoft Copilot Studio and Power Automate to help employees solve application issues. It automatically finds and shows the right documents, service updates, and ticket details to make troubleshooting easier.

Business Problem

Our internal support team was spending significant time manually checking multiple systems including ServiceNow, internal SharePoint pages, and system health dashboards to resolve user queries. We wanted to reduce response time and make the experience conversational and guided through Microsoft Teams.

Solution Implementation

Using Copilot Studio, we created a support bot connected to:

• SharePoint Knowledge Base via the Dataverse connector for document search.
• ServiceNow API through a custom connector to retrieve open incidents and create new tickets.
• Power Automate flows that triggered when specific intents like “report outage” or “check status” were detected.
• Azure OpenAI for contextual summarization of support articles before presenting them in chat.

The Copilot dynamically identifies a user’s intent, fetches relevant information, and provides step-by-step troubleshooting instructions or routes the case to the right support team.

Outcome

Response times dropped by 40%, and first-contact resolutions improved by 30%. Internal teams now use the Copilot in Teams daily, replacing several manual lookup steps.

Key Takeaways

• Copilot Studio + Power Automate enables true conversational automation.
• Low-code connectors can integrate enterprise systems effectively.
• AI summarization makes responses concise and human-like.

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