PwC automates knowledge management with Copilot Studio-powered chatbots

PwC adopted Microsoft Copilot Studio and Azure AI Bot Service to empower its employees to rapidly build and deploy conversational AI bots. These bots automate content search, improve knowledge retrieval, and support internal learning and development workflows across the global consulting and auditing enterprise. The implementation enabled non-technical fusion teams to create, maintain, and extend bots for a variety of business and support processes. As a result, data retrieval, content discovery, and processing of internal queries have become faster and more accurate. Improvements were observed in organizational productivity, operational efficiency, and employee satisfaction. Bots operate across multiple channels, including Teams and web, and are managed securely within the organization. Fusion teams use a low-code/no-code environment to customize bot behavior to different departments and business units. Critical bot telemetry is tracked to continuously optimize performance and user experience. PwC leveraged Azure security and compliance, meeting stringent requirements in professional services.