ECH: Making Policy Answers Easier to Find and Trust

ECH had already invested in an AI agent connected to policies, procedures, forms and templates in SharePoint. We made it something staff could rely on.

Why it mattered

The investment was already made, but inconsistent answers, lengthy responses and slow retrieval meant staff could not always trust the experience. For an AI agent to be useful, people need clear, reliable answers quickly, without falling back to searching through the documents themselves.

ECH also has a culturally diverse workforce, which created an opportunity to make important workplace information easier to access in different languages.

What we did

We worked with ECH to improve both the AI agent and the knowledge behind it, focusing on accuracy, speed, usability and governance.

• Optimised the existing Copilot Studio agent, including its configuration, instructions and prompts.
• Improved the SharePoint knowledge base, restructuring and prioritising policies, procedures, forms and templates for better retrieval.
• Made responses clearer and more useful, with concise answers grounded in approved ECH content and consistent source references.
• Improved the user experience, adding suggested prompts and clarification flows to help staff find the right information.
• Added multilingual support, allowing staff to interact with the agent in different languages.
• Built in appropriate escalation, giving staff a pathway to further assistance when the agent could not provide an answer.
• Tested and refined the experience against real scenarios before making it available through Microsoft Teams on desktop and mobile.

The difference it made

• Faster access to trusted information, reducing time spent searching through policies and procedures.
• Clearer, more consistent answers grounded in ECH-approved content.
• Greater confidence in AI, with stronger controls around what the agent can answer and where its information comes from.
• A simpler experience for frontline staff, with guidance that makes the agent easier to use.
• More inclusive access, with multilingual support for ECH’s diverse workforce.
• A stronger foundation for future AI adoption, built around reliable knowledge, governance and real-world staff needs.