Enhancing HR Operations with Beth, the AI Benefits Assistant

Questco, a leading employee benefits administration provider, was overwhelmed by repetitive employee queries that could have been answered via their internal SharePoint Benefits Library. Employees often bypassed self-service documentation, which strained the Benefits Operations team and slowed internal workflows.

To address this, we developed Beth, a no-code AI chatbot deployed directly within Microsoft Teams. Beth empowers employees to self-serve benefits-related queries instantly, referencing the SharePoint library as its real-time knowledge base and eliminating the need for manual response.

• Repetitive Queries: Over 70% of questions were already answered in existing documentation.
  
• Operational Bottlenecks: The Benefits team lost hours weekly handling avoidable queries.
  
• Poor Knowledge Navigation: SharePoint’s wealth of documents remained underutilized due to lack of intuitive search.
• Manual Policy Syncing: Updates across SharePoint and communication channels were slow and error-prone.

Conversational AI Chatbot in Microsoft Teams

• Built using Microsoft Copilot Studio with no-code design.
  
• Integrated into Microsoft Teams for 24/7 employee access.
  
• Delivered accurate responses with direct citations from SharePoint documents.
  

Automated Knowledge Syncing

• Used Power Automate to auto-update Beth’s knowledge base from SharePoint.
  
• Multi-environment deployment (Dev, Stage, Prod) enabled safe updates.
  
• Introduced static responses for high-frequency queries to ensure consistency.
  

Transparent, Scalable Architecture

• SharePoint as the central knowledge repository.
  
• Copilot Studio handled query logic and NLP.
  
• Analytics dashboard tracked resolved queries (92%) and user satisfaction (4.3/5).
  
• Real-time updates ensured zero lag in knowledge delivery.

• 40% Reduction in Manual Queries: The Operations team reclaimed valuable time for strategic initiatives.
  
• Improved Employee Experience: Fast answers and document-linked citations built employee trust.
  
• Zero Manual Syncing: Real-time policy updates eliminated lags and improved accuracy.
• Scalable Across Departments: Architecture supports easy expansion to HR, payroll, or IT support.