Nexo AI Support — Internal AI Support System

Internal AI Assistant to Reduce Manual Employee Consultations
Stack: Microsoft Copilot Studio · Power Automate · Microsoft 365

The Challenge

Nexo’s internal teams were spending significant time handling repetitive employee queries — questions that could be answered from existing documentation, policy guides, or internal knowledge bases but were being routed through staff manually. The objective was to build an internal AI assistant that could intercept these queries and provide accurate, instant answers — reducing the manual consultation load on internal teams.

The Solution

I designed and deployed Nexo AI Support — an internal AI assistant built on Microsoft Copilot Studio, integrated within the Microsoft 365 environment. The assistant was trained on Nexo’s internal knowledge base and configured to handle the most frequent employee query categories. When an employee submits a query, the assistant provides an immediate, context-aware response. Where the query falls outside the assistant’s scope, it routes the employee to the correct internal contact or escalation path.

Implementation

  • Copilot Studio agent connected to internal documentation and knowledge sources
  • Power Automate flows for escalation routing
  • Deployed within the Microsoft 365 environment accessible to all staff
  • Topic coverage scoped to the highest-volume internal query categories
  • Fallback and escalation paths for out-of-scope queries

The Nexo AI Support multilingual chat interface

Screenshot of the Nexo Group multilingual AI support chat interface

Outcome

Reduced manual employee consultation load for internal support teams. The assistant handled the majority of routine queries automatically, freeing internal staff to focus on higher-value work and reducing the average time employees spent waiting for answers.

Technology Stack

  • Microsoft Copilot Studio — internal assistant and query handling
  • Microsoft Power Automate — escalation routing flows
  • Microsoft 365 — deployment environment and knowledge source integration

Discuss a Similar Project →