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Transforming comptrollership: PSC cuts travel email inquiries by 90% using M365 Copilot agent

Public — Using Microsoft 365 Copilot and Copilot Studio, PSC built an in-house AI agent for instant, bilingual answers to travel policy questions. Leveraging tools it already owned, PSC built a secure, in-house AI agent using Microsoft 365 Copilot Chat and Copilot Studio. The Copilot agent cut travel-mailbox emails by 90% and reduced complex query times from 5 days to 30 seconds via bilingual self-service. Earlier bookings now save thousands per trip, plus ~$120,000 CAD a year in salary cost avoidance.

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 196 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/26864-public-service-commission-of…. Our summary is a paraphrase; details are in the source.

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