Success story
Aged Care Provider
Staff could not trust a policy agent that answered slowly and differently each time.
- Client
- Aged Care Provider
- Industry
- Aged care
- Technologies
- Copilot Studio, SharePoint Online
This client is a South Australian not-for-profit aged care provider offering retirement living, in-home care and community support across metropolitan and regional South Australia.
The challenge
Staff used an AI agent to find policies and forms, but answers were slow and inconsistent.
What we did
We rebuilt it in Copilot Studio with stronger grounding, clearer prompts and multilingual support.
We rebuilt their policy agent in Copilot Studio so answers are fast and consistent.
What this involved
- Reviewed the existing agent, its prompts and connected SharePoint content.
- Restructured and sorted the policy content for quicker, steadier answers.
- Reset the answer settings so replies stay grounded in approved content and cite sources.
- Rewrote the prompts for short, clear responses with safe guardrails.
- Added suggested prompts and clearer hand-off to a person through Teams.
- Turned on multilingual replies with automatic language detection.
- Tested each scenario and tuned it before publishing to Teams.
The results
What Aged Care Provider got
Faster, more consistent answers
Restructured content and tuned retrieval cut the delays
Grounded in approved content
Every answer cites the approved policy it came from
Multilingual access for staff
Automatic language detection for a diverse workforce
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