How Meridian Health Reduced IT Ticket Volume by 40% with a Copilot Studio Agent

Meridian Health's IT department was drowning in repetitive tickets - password resets, VPN issues, software installation requests. They deployed a Copilot Studio agent to handle the top 10 ticket categories and saw a 40% reduction in ticket volume within 90 days.

The Problem

Meridian Health's IT helpdesk received an average of 2,400 tickets per month. Analysis showed that 65% of tickets fell into just 10 categories, most with well-documented solutions. The support team was spending the majority of their time on repetitive work instead of complex issues.

The Architecture

The team built a Copilot Studio agent with:

• SharePoint knowledge source: Pointed at the IT wiki (1,200 articles)
• Dataverse integration: For looking up user details, asset assignments, and ticket status
• Power Automate plugins: For password resets, software provisioning, and VPN config pushes
• Escalation topic: Hands off to a live agent via Omnichannel for Customer Service when the AI can't resolve

Results After 90 Days

Key Lessons

1. Start with the knowledge base: The agent is only as good as its sources. Meridian Health spent 3 weeks cleaning up their IT wiki before deployment.
2. Don't try to automate everything at once: They launched with 5 categories and added more monthly.
3. Escalation is not failure: 30% of conversations still reach a human, and that's fine. The agent handles triage, gathers context, and reduces the human's resolution time.
4. Monitor and iterate: Weekly reviews of unanswered questions drove continuous improvement to the knowledge base and topic design.

What Meridian Health Would Do Differently

Ship the MVP faster. They spent 2 months in planning before their first user-facing test. In retrospect, deploying to a pilot group of 50 users after 3 weeks would have surfaced real issues earlier.