Infosys automates IT operations and email workflows with AI-driven Copilot
Infosys deployed Microsoft 365 Copilot, Power Automate, Outlook, and Azure Active Directory to streamline internal email management and IT operations. Copilot provided automated email drafting, coaching, and prioritization within Outlook, significantly reducing manual effort for Infoys staff managing large daily volumes of communications. IT operations—including incident, change, and service request handling—were automated using Power Automate integrations with Microsoft 365 and Azure Active Directory, increasing efficiency and reducing routine workload for support personnel. The solution introduced orchestrated process automation, enabling the Infoys IT team to monitor services, manage licenses, and configure security with minimal intervention. Routine IT operation workflows—covering incident, change, problem, and service request management—were handled automatically by flows set up in Power Automate. The implementation allowed staff to focus on higher-value and strategic initiatives, improved responsiveness, and provided actionable workflow insights.
- Organization
- Infosys
- Industry
- Professional Services
- Location
- India
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Infosys
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- blogs.infosys.com
Infosys deployed Microsoft 365 Copilot, Power Automate, Outlook, and Azure Active Directory to streamline internal email management and IT operations
Primary read
Use case focus
Showing 3 of 3
- 1Automated IT Service Management with Copilot and Power Automate
- 2AI-driven Email Response Workflow
- 3Orchestrated IT Operations Workflow Automation
- Implemented Microsoft 365 Copilot for automated email drafting, prioritization, and coaching in Outlook.
- Connected Copilot, Power Automate, and Azure AD to enable automated IT operation workflows across incident, change, service requests, and more.
- Orchestrated service monitoring, license management, configuration, and workflow approvals using automation and AI-driven insights.
- Created custom flows and alerts to ensure prompt service and minimize repetitive manual tasks.
- Reduced time spent on manual email processing for IT teams.
- Streamlined IT operations and workflow automation for key support functions.
- Boosted user and employee productivity, allowing focus on strategic priorities.
- Improved response times and service quality for internal operation requests.
Architecture
Microsoft 365 Copilot is integrated with Outlook for email management and with Power Automate flows orchestrating IT operation workflows. Azure Active Directory handles identity, and Power Automate automates ITIL processes (incident handling, change approvals, etc.), with routine tasks executed autonomously and human intervention where required.
Sources & evidence1
- Customer explicitly identified
- Deployment status explicitly supported
- Technical implementation details available
AI-generated summary. Verify important details with the linked sources before relying on this case.
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