United StatesEnergy and utilities2023 – ongoingPacific Gas and Electric Company
Peggy employee help-desk chatbot
PG&E's Peggy chatbot fulfilled 25% to 40% of employee help-desk demand
Problem
Repetitive employee requests burdened PG&E's help desk and increased waiting times.
Approach
PG&E built Peggy with Power Virtual Agents, renamed Microsoft Copilot Studio. The chatbot answered questions, directed employees to resources and automated SAP account unlocking.
Results
25% to 40%share of help-desk demand fulfilled by Peggy, per Microsoft
840 hoursannual help-desk time saved by automating SAP account unlock requests, per Microsoft
Takeaway
Peggy handled routine employee support before its planned generative-answer expansion.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- IT and R&D
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft4 Dec 2023
Microsoft reported that Peggy fulfilled 25% to 40% of help-desk demand. SAP account unlocking alone saved 840 hours annually.
Full details are in the original sources.
Added 4 Nov 2026 · Updated 4 Nov 2026
