Microsoft AI Innovation Summit

The Microsoft AI Innovation Summit, an in person event was hosted in the Dublin Royal Convention Centre on Thursday, 16th May 2024.

This event brought together decision makers and industry experts to unlock the potential of AI. The purpose of the event was to allow attendees gain a better understanding of AI Innovations via interactive demos. On the day, Microsoft partners provided valuable insights into their customer AI journeys.

Emma Hinch from Corporate Delivery was invited by Microsoft to share their team’s journey in utilising Microsoft Copilot Studio. This was facilitated by way of a Q&A session, with Emma interviewed by Dave Power, Microsoft. According to Dave, this was “one of the highlights of the day for our customers to hear a real[1]life story of how using our technology could make such a big impact. It was amazing to hear how such innovations are enabling our customers to do more with less."

Emma spoke about how her team used MS Copilot Studio to deploy a Chatbot to assist staff members who had forgotten their usernames to a self-service portal related to NiSRP.

While there is out of the box functionality for users who forget their passwords, the team had noticed a sharp influx of support requests for users who could not recall the username they had created. The team configured MS Copilot Studio to enable portal users to self-serve and reduce the volume of these requests coming through the NiSRP support desk. They programmed the chatbot to converse with the user, and upon successful verification of two key data points, provide their username.

Emma received a lot of positive feedback on the day from other attendees who expressed their gratitude for sharing her experience and for presenting a real-life scenario that could be applied to other organisations.