Normalized claim
Quantified impact: 85%
Over 85% of conversations handled with generative answers
MicrosoftEvidence: Medium50/100
City of Montréal builds a Copilot Studio virtual agent for citizen self-service
Use case typeCustomer service automationUpdated Jun 13, 2026
The City of Montréal selected Microsoft Copilot Studio to build an AI assistant embedded in its public website. The assistant provides faster access to more than 40,000 pages of city information and integrates with two internal systems for waste collection and facility information. The city reports high customer satisfaction in the first four months and internal testing showed about 95% accuracy.
- Organization
- City of Montréal
- Industry
- Public Sector
- Location
- Canada
- Published
- August 2024
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Accuracy: 95%
About 95% accuracy in internal testing
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- City of Montréal
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- Microsoft Customer Stories
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1Conversational AI for Citizen Services
- 2Virtual Agent
- 3Self-Service
- Microsoft Copilot Studio virtual agent embedded in the public website
- Generative answers combined with pre-built chatbot responses
- Integration with internal systems through existing APIs
- Use of domain-specific entities such as postal codes and borough lists
- Power BI dashboard and Power Platform deployment/pipelines
Technologies
Expected to help manage high call volumes and focus staff on emergency calls
Architecture
The City of Montréal deployed a Copilot Studio virtual agent on its public website. The assistant combines generative responses with pre-built chatbot responses, uses existing APIs to connect to backend systems, and leverages custom entities such as postal codes and borough lists. Analytics are tracked in Power BI, and the city plans to use Power Platform pipelines for more scalable deployment.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Aug 9, 2024Publisher: MicrosoftEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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