Enhancing Employee Productivity with a Secure AI Agent Powered by Microsoft AI

Know the Customer

A state-owned public utility serving millions of residential, commercial, and industrial customers across the region. The organization has been a cornerstone of reliable electricity and water supply for decades and is committed to innovation, sustainability, and employee empowerment.

With thousands of employees spread across various departments, the utility needed a smarter way to provide internal support, improve productivity, and simplify access to corporate knowledge and resources.

Business Challenge

The organization faced challenges in:

Handling internal employee requests across multiple departments (HR, IT, Compliance, etc.).
Managing time-consuming manual processes like expense reports, policy lookups, and password resets.
Ensuring secure access to sensitive internal data while adopting Generative AI tools.
Providing faster resolutions without overloading support staff.

The need was clear: a secure, AI-powered internal assistant for employees, streamlining support and allowing teams to focus on higher-value tasks.

Solution Deployed

Internal AI Agent Built on Microsoft AI

To address these challenges, an AI-powered internal chat solution was designed and deployed, leveraging Microsoft Azure’s Cognitive Services and Large Language Model (LLM) capabilities. The solution delivers:

A web-based AI Assistant accessible via the internal employee portal

Voice enablement, allowing staff to interact naturally through both text and speech

Document intelligence, giving employees quick answers from internal policies, procedures, and knowledge bases

Secure Azure-based deployment, ensuring compliance and data protection within the organization’s own cloud environment

Core Features and Architecture

Voice-Enabled Interactions

Employees can talk to the assistant as naturally as they would to a colleague, with Azure STT and TTS powering seamless voice and text conversations.

Secure and Enterprise-Ready Setup

Hosted fully within the organization’s Azure environment, with Active Directory integration to ensure data security and controlled access.

Smart Document Understanding

Trained on internal policy documents with up to 99% accuracy, and connected to SharePoint for reliable, document-backed responses.

Employee Portal & Desktop Access

Available inside the employee portal with one-click launch, and also as a desktop app for convenient use across devices.

Knowledge Retention & Training

Builds on existing workflows and knowledge bases, while continuously learning to handle new employee queries.

Insights and Reporting

Includes an analytics dashboard to track usage, review conversations, and generate actionable reports.

Quality Assurance

Rigorously tested to ensure smooth, glitch-free performance and reliable voice/chat experiences across devices.

Experience Design Highlights

Intuitive User Experience

A clean, easy-to-use interface designed for both chat and voice interactions, reducing the learning curve for employees.

Human-Like Conversations

Delivers consistent, natural responses that align with how employees already communicate, making support feel effortless and familiar.

Fast Access to Everyday Tasks

Employees can quickly handle routine needs such as:

Reporting safety concerns
Submitting expense reports
Checking attendance and leave policies
Resetting passwords
Identifying potential phishing emails

Business Impact

Improved Productivity

Employees received instant answers to routine queries, reducing reliance on manual support teams.

Future-Ready Platform

The architecture allows for scaling into new use cases, including mobile integration and expanded voice-first features.

Secure AI Adoption

By deploying within the organization’s Azure environment, sensitive employee and corporate data remained protected.

Higher Employee Satisfaction

Easy access to information and support tools improved workplace efficiency and engagement.

Faster Response Times

Automated resolutions cut delays in IT, HR, and compliance processes.

Conclusion

The internal AI Agent, powered by Microsoft Azure Cognitive Services and LLMs, has transformed how employees access information and support.

By blending secure deployment, intelligent document access, and natural voice/chat interactions, the organization has deployed a smart assistant that empowers employees, streamlines operations, and sets the foundation for future enterprise AI innovations.