Building an Intelligent Website Knowledge Assistant for a US Financial Services Company

About the Client

Our client is a US financial services company, based in New Jersey. It specializes in offering equity advisory for energy and tech sectors. It managed offices across United States, driven by a team of hundreds of employees distributed across multiple departments and geographic locations. Over several years, the company has invested heavily in SharePoint as its primary platform for collaboration, document management, policies, procedures, project resources, and internal communications.

The Problem They Faced with Their Existing SharePoint Knowledge Discovery Process

As the client’s SharePoint ecosystem continued to grow, finding accurate and relevant information became increasingly difficult for employees. Users often relied on manual searches, bookmarks, or support teams to locate documents, policies, and business information.

• Information scattered across SharePoint pages and documents.
• Time-consuming manual search experience.
• Difficulty finding access-controlled internal resources.
• Repetitive support queries from users.
• Low knowledge discovery efficiency.

Solving Their Challenges with Customized Copilot AI Agent

We worked closely with the team to design and implement an AI-powered Website Knowledge Assistant using Microsoft Copilot Studio. As per the requirements of the client, the system was designed to support:

• SharePoint knowledge integration.
• Permission-aware document access.
• Controlled knowledge source retrieval.
• Secure enterprise search experience.
• Contextual conversational assistance.

Once deployed and integrated with the existing SharePoint environment, the assistant helped with the following tasks:

• Answering questions based on SharePoint website content.
• Retrieving relevant information from internal documents.
• Searching across pages, PDFs, and structured content.
• Respecting user access permissions for secure document retrieval.
• Providing contextual responses from approved knowledge sources.

How Did the Solution Work?

The Website Knowledge Assistant acted as an intelligent knowledge retrieval assistant across the client’s SharePoint environment. Instead of manually navigating multiple sites and document repositories, users could simply ask questions using natural language.

The workflow operated as follows:

• Users submitted questions through a conversational interface.
• The AI assistant interpreted user intent and search context.
• Relevant SharePoint sites and knowledge repositories were searched automatically.
• Content was retrieved from pages, documents, PDFs, and structured data sources.
• Existing SharePoint permissions were validated before presenting results.
• The assistant generated contextual responses using approved knowledge sources.
• Source references were provided to improve transparency and trust.
• Users could continue conversations to refine searches and request additional information.
• Frequently asked questions were answered automatically without support team involvement.

The Process We Followed to Implement the Solution

Our goal was not simply to build a chatbot but to create an enterprise-grade knowledge assistant that employees could trust as a reliable source of information. The project began with a comprehensive assessment of the client’s SharePoint architecture, content repositories, governance requirements, and user search behaviors.

Here is the step-by-step process we followed to implement the solution:

• Conducting stakeholder workshops across business units.
• Assessing existing SharePoint information architecture.
• Identifying key knowledge repositories and content sources.
• Building the AI-powered assistant using Copilot Studio.
• Integrating SharePoint content repositories and document libraries.
• Implementing governance controls.
• Performing user acceptance testing.
• Training administrators and business users.
• Deploying the solution through a phased rollout strategy.
• Monitoring adoption and continuously optimizing search performance.

The Impact

By combining Microsoft Copilot Studio, SharePoint knowledge repositories, and secure enterprise search capabilities, we helped the client get faster answers, improved productivity, and a significantly better employee experience.

• Reduced common support queries by 50%.
• Improved information retrieval speed by 70%.
• Reduced average search time from 15 minutes to under 5 minutes.
• Improved knowledge accessibility scores by 45%.