Virtual Assistants in Identity and Access Management

In Identity and Access Management (IAM) systems, especially on the helpdesk side, we frequently get questions from our employees. That’s quite normal for employees who don’t come from an IT background, since identity and access management processes generally require technical knowledge. For this reason, better informing and supporting our employees throughout these processes becomes an important requirement.

So, imagine this: a virtual assistant that knows our company information and answers incoming questions before we even have to! This is exactly where a great innovation that Microsoft introduced at its 2024 Ignite event, Copilot Studio, comes into play.

Copilot Studio lets you quickly build customized virtual assistants without needing much software knowledge. I tried out this solution myself and built a Leave/Permission Bot to answer questions that frequently come in around HR topics. By quickly learning our leave procedures, this bot started providing accurate, tailored answers to employees.

The results have been genuinely impressive! Backed by information specific to our company, this virtual assistant both saves time and increases employee satisfaction.

To get a closer look at this innovative technology and see it in action, you can watch the video below: