CanadaPublic sector2025 – ongoingPublic Service Commission of Canada
Travel-policy self-service agent
Canada's Public Service Commission reported 90% fewer travel-mailbox emails after launching an AI agent
Problem
Routine travel-policy questions repeatedly interrupted finance specialists. Slow answers also delayed travel planning and increased the risk of expensive last-minute bookings.
Approach
Staff built an agent with Copilot Studio and Microsoft 365 Copilot Chat using existing licenses. It answered in English and French from SharePoint policies and operating procedures, with citations. Finance specialists validated answers during a phased rollout, and the agent routed questions outside its scope to experts.
Results
Takeaway
The agent reduced demand on the travel mailbox while keeping specialist review available for complex questions.
Categories
- Industry
- Public sector
- Business function
- Finance, risk and legalInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described the commission's internally built travel-policy agent and expert validation. It reported 90% fewer mailbox emails and cited answers within 10 to 30 seconds.
Full details are in the original sources.
