Question

A mid-sized logistics company already licenses Microsoft 365 Copilot for its knowledge workers. The operations team wants a conversational assistant that answers questions strictly from a curated set of internal standard-operating-procedure documents, enforces a custom disclaimer on every response, and routes complex fleet-maintenance requests to a ServiceNow ticketing workflow. Leadership wants the fastest way to deliver this without writing pro-code. Which Microsoft offering should the AI Transformation Leader recommend?

Accepted Answer

Build a custom agent in Microsoft Copilot Studio that grounds on the SOP knowledge source, applies custom instructions, and uses an action to trigger the ServiceNow workflow

Answer

Rely on the existing Microsoft 365 Copilot experience, since it already grounds answers in organizational data through Microsoft Graph

Answer

Deploy a model from the Microsoft Foundry model catalog and fine-tune it on the SOP documents

Answer

Use Microsoft 365 Copilot Chat on mobile so field operators can query the SOPs without additional configuration