MicrosoftProductionEvidence: Low40/100

Nordic Retailer Kappahl Enhances Store Operations with Microsoft AI Agents

Use case typeEmployee productivityUpdated Apr 10, 2025

Kappahl, a leading Nordic retail company, deployed the Store Operations Agent on Microsoft Copilot Studio to help frontline workers quickly find accurate answers about products, store policies, and store tasks. The solution connects to internal systems and knowledge sources so associates can access product inventory, order status, customer information, and incident workflows from a single interface.

Organization
Kappahl
Industry
Retail
Location
Sweden
Published
April 2025

Reported outcomes

Strategic outcomes

Other strategic outcomeIncreased store associate productivityCustomer experience & trustUpleveled the shopping experienceCost efficiencyReduced associate wait times
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
Customer
Kappahl
Provider
Microsoft
Maturity
Production

Kappahl, a leading Nordic retail company, deployed the Store Operations Agent on Microsoft Copilot Studio to help frontline workers quickly find accurate answers about products, store policies, and store tasks

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

  • 1Employee productivity
  • 2Knowledge management
  • 3Customer service automation
Frontline workers struggled to find fast and accurate answers about products, store policies, and store tasks, which hurt productivity and customer experience.
  • Kappahl used Microsoft Copilot Studio to deploy the pre-built Store Operations Agent for retail associates.
  • The agent provides quick access to product inventory, order status, customer information, store policies and procedures, and incident raising through connected business systems and SharePoint knowledge sources.
  • Microsoft 365 Copilot Chat and Power Platform connectors support the broader experience and workflow integration.
Technologies
Microsoft 365 Copilot ChatCopilot StudioPower PlatformSharePointMicrosoft Copilot
  • Store associates gained faster, secure access to information.
  • The solution improved productivity and supported a better shopping experience for customers.
  • The agent helped reduce associate wait times and automate routine tasks.
Architecture

The article describes a pre-built Store Operations Agent in Copilot Studio connected to business systems and SharePoint knowledge sources, with Power Platform connectors used to raise incidents and alert store teams. Microsoft 365 Copilot Chat is positioned as the front-door experience for retailers, while the agent can also access LOB systems and internal documents.

Sources & evidence1
Evidence: Low40/100Evidence strength
  • Customer explicitly identified
  • Deployment status explicitly supported
  • Technical implementation details available
Type: Blog PostPublished: Apr 10, 2025Publisher: MicrosoftEvidence: VendorConfidence: High
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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AI patterns
AgentCopilot
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