HCLTech used Copilot Studio to build an agent called Super Assistant that automates routine tasks, enhances customer service with all-day support, and facilitates smooth communication and collaboration within the organization. When an HR ticket comes in, the agent assigns it to a special HR resolver agent. The resolver agent then interacts with employees, connects to backend systems, and works toward a resolution, handing it off to a human employee as necessary. HCLTech expects the new process to resolve cases 40% faster and allow the company to redeploy 30% of its support staff.
Source: Microsoft
Verification: describes AI agent taking actions/multi-step work
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