case study
A suite of Copilot agents delivering operational efficiencies across a major UK university — from automating vendor security and GDPR audits, to deflecting routine service desk calls, to converting service desk transcripts into actionable Power BI insights.
Industry
Client Overview
Case Study Overview
We designed and delivered a suite of Copilot-based agents across the university's Microsoft estate, targeting the highest-friction operational tasks in IT Services. The agents span three patterns: standalone Copilot agents for repetitive, prompt-heavy tasks; RAG-enabled agents with curated reference data for accurate user guidance; and scheduled agents wired into Power Automate for end-to-end business workflows.
the problem
Problem Statement
Vendor security and GDPR checks were manual and time-consuming. The service desk was overloaded with routine student queries, pushing up wait times for complex issues. Unstructured call transcripts held valuable performance insights that nobody had time to extract.
outcome
Results We Delivered
An overview of the outcomes we delivered
IT Services moved from being overloaded with repetitive work to having time for higher-value change. Vendor and GDPR assessments that used to take specialist time are now handled automatically, routine queries are deflected at first touch, and leadership has a continuously updated Power BI view of service desk performance that drives targeted improvement.
approach
Our Approach
An overview of the approach we took to deliver the results
We mapped the highest-friction IT Services processes with the client's leadership team, then selected the right agent pattern for each — standalone Copilot, RAG-enabled, or scheduled Power Automate. We built the solutions inside the existing Microsoft estate, layered in governance and audit from the start, and designed each agent to feed a continuous improvement loop rather than a one-off automation.
application
What We Did
The specifics over what we performed and how we delivered the results
Copilot agents for heavy prompts
Standalone Copilot agents handle repetitive tasks that require large, complex prompts — for example, running GDPR and security policy scans on new vendors.
RAG agents for accurate guidance
RAG-enabled agents answer student queries using curated university knowledge — from Wi-Fi setup to application support — reducing service desk load.
Power Automate integration
Trigger-based agents run on file arrival or schedule — for example, daily service desk transcript extracts — and push structured output into Dataverse, Excel and Power BI.
Service desk call analytics
Call transcripts are analysed for why the user called, whether it was resolved, and whether the user understood and was satisfied — feeding a live performance dashboard.
Guided ticket creation
A conversational agent helps students and tutors describe what they need, determines the right application build, verifies with the user, and automates ticket creation.
Native Microsoft estate
The entire solution runs natively inside the university's Microsoft estate — no new tooling, no shadow IT, and no compromise on data governance.