Conversational agent
Employee and Customer Question Assistant
In trialA conversational agent pattern for HR, employee, and customer-facing questions that would otherwise sit in a queue.
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Business value
Frees frontline HR and support teams from repetitive, already-documented questions so they can focus on the cases that need a person.
Employees and customers often wait on a ticket queue or a busy inbox for answers to questions that are already documented somewhere, which slows people down and adds repetitive load to the teams who would otherwise answer them by hand. Dolia is an MII-built capability pattern for conversational agents that answer those questions directly, in chat or messaging channels, grounded in the organisation's own knowledge base rather than a generic model response. Dolia is built on Azure OpenAI Service and Azure AI Search, and can be composed with Power Platform to reach the channels a workforce or customer base already uses.
Where it helps
- Answering HR policy and employee self-service questions in chat
- Handling routine customer questions over messaging channels
What the pattern does
- Retrieval-grounded conversational responses over an organisation's knowledge base
- Deployable across chat and messaging channels
The challenge
Generic chatbots cannot reliably answer from company knowledge, and employees still search across documents, portals, and shared folders. Without source grounding and access control, teams risk inaccurate answers or information reaching the wrong audience.
What was built
MII GenAI connects chat to approved documents and data, retrieves relevant context before answering, shows source-backed responses, and keeps access plus conversation history governed for enterprise use.
What changed
A secure enterprise chat assistant that answers from approved knowledge, shows supporting sources, summarizes long material, preserves useful conversation history, and respects access boundaries.
Why it matters
Teams spend less time searching, reuse knowledge more consistently, and gain a trustworthy AI copilot that can support daily questions without weakening governance.
- Source-backed answers
- Trusted
- Governed access and history
- Secure
- Available for daily work
- 24/7