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HCLTech creates an AI-driven front door for employee support with Microsoft Copilot Studio and Azure AI Search

Lumi agent supports 80,000 active employees and handles more than 10,000 queries per day To get help with HR, payroll, travel, and other internal questions, employees at HCLTech previously had to navigate a complex support network of chatbots, portals, and point solutions. The company responded by creating the “Lumi” agent, an enterprise-wide assistant built on Copilot Studio. Lumi supports approximately 80,000 active employees and handles more than 10,000 queries per day, currently making it one of the largest Copilot Studio implementations in the world.

Agent or tool
Copilot Studio
Topic
Customer Support
Reported on
Case study (Microsoft)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 383 by interest), and one of 116 involving Copilot Studio.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Copilot Studio or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Copilot Studio.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/26915-hcltech-microsoft-copilot-st…. Our summary is a paraphrase; details are in the source.

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