United StatesManufacturing2025 – ongoingRegal Rexnord
Copilot Studio employee-policy and customer-support agents
Regal Rexnord's employee agent handled more than 2,000 monthly inquiries, Microsoft reported
Problem
Employees searched multiple sites for policy answers. An earlier agent could answer only 40% of their questions because it lacked access to relevant knowledge.
Approach
Regal Rexnord used Copilot Studio to connect agents to additional knowledge sources and ServiceNow. It also deployed RRXy for customer questions, with product information and Salesforce order status. Customer conversations could transfer to live representatives.
Results
Takeaway
Connecting the agents to business systems expanded the questions they could handle. Annual time savings remained an estimate.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- Internal work and knowledge managementCustomer service
- 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 employee and customer agents connected to internal knowledge and business systems. It reported more than 2,000 monthly employee inquiries and estimated annual savings of 2,400 hours.
Full details are in the original sources.