Questco, a leader in employee benefits administration, faced mounting pressure to reduce repetitive internal queries overwhelming its Benefits Operations team. To address this, we developed Beth, a no-code AI chatbot deployed on Microsoft Teams. Beth leverages Questco’s SharePoint Benefits Library as its knowledge source, enabling employees to self-serve answers to benefits-related questions instantly. Built using Microsoft Copilot Studio and integrated with Power Automate for real-time knowledge updates, Beth has transformed how Questco staff access critical information while freeing the Operations team to focus on strategic tasks.

Questco’s Benefits Operations team maintained a comprehensive SharePoint library of policies and plan documents, yet employees frequently bypassed self-service and directly submitted queries to the team.

Key challenges:

• Repetitive Queries: Over 70% of daily questions were answerable via existing documents.
• Operational Inefficiency: Team members spent hours responding to avoidable requests.
• Static Knowledge Access: Employees struggled to navigate the SharePoint library, despite its availability.
• Manual Updates: Changes to policies required time-consuming manual syncing across platforms.

We designed Beth, a conversational AI chatbot integrated into Microsoft Teams, to serve as a 24/7 benefits assistant. The solution included:

Key Features:

Beth provides instant answers to benefits-related queries using Questco’s SharePoint library as its knowledge base. Employees interact with Beth directly in Teams, asking questions like, “What is my copay for Plan XYZ?” to receive precise answers.Beth automatically includes references to the exact SharePoint documents used to generate responses, ensuring transparency and traceability. A multi-environment setup (dev, stage, production) ensured risk-free testing and deployment. Static responses for common queries ensured consistency, while a rating system collected user feedback to refine accuracy.

Technical Implementation:

Beth was built using Microsoft Copilot Studio, enabling no-code conversational design and deployment. Power Automate workflows synchronized SharePoint document updates with Beth’s knowledge base within minutes, ensuring real-time accuracy. The solution leveraged Microsoft 365’s native integrations, including Teams for user access and Copilot Studio’s analytics dashboard to track resolved queries (92%) and satisfaction scores (4.3/5).

Architecture Overview:

The system architecture diagram illustrates Beth’s seamless flow: Microsoft Teams serves as the user interface, Copilot Studio processes queries using SharePoint data, and Power Automate triggers real-time knowledge base updates. This end-to-end integration ensures minimal latency and maximum reliability.

BENEFITS

Beth’s implementation delivered transformative results for Questco:

• 40% Reduction in Repetitive Queries: The Benefits Operations team reclaimed more hours weekly for strategic work.
• Enhanced Employee Experience: A Higher resolved rate and good satisfaction score reflected user confidence in Beth’s accuracy.
• Real-Time Knowledge Syncing: Automated SharePoint updates eliminated manual errors and delays.
• Scalable Framework: The no-code architecture allows easy expansion to HR, payroll, or IT support.

TECHNICAL DETAILS

The system architecture (as illustrated in the provided diagram) integrates Microsoft 365 components to create a seamless workflow:

• Microsoft Teams serves as the user interface for employee interactions.
• Copilot Studio powers Beth’s conversational AI, processing queries using SharePoint data.
• Power Automate triggers real-time synchronization between SharePoint document updates and Beth’s knowledge base.
• SharePoint acts as the centralized repository for policy documents, ensuring Beth’s responses are grounded in the latest information.