Reduce requests to internal helpdesk with a virtual agent on Teams

What was done

Also in Microsoft France's AI Tour 2026 page, Groupama is presented as a mutual insurance group that modernises its internal support through Microsoft virtual agents. With Copilot Studio and Power Platform, the group deployed "SAM" on Teams "to automate IT support requests and reduce helpdesk demands to 25% and improve access to information for more than 5,000 employees". The text does not detail the catalogue of processed requests (password, access, incidents) or the measurement period of "up to 25%".

Before you start

Tool cited by the source: SAM (Groupama, Copilot Studio); other tools cited: SAM (Groupama), Copilot Studio and Power Platform. Fill in the bracketed items: [coller]. Strip confidential data that is not needed and check your tool’s access terms. Features and plans can change.

The method, in three steps.

1. 01

   Gather the context

   Spot the bracketed items in the prompt ([coller]) and prepare what they ask for.

2. 02

   Adapt the prompt

   Copy the prompt below, replace the bracketed items, then paste it into the AI assistant you use. The cited tool (SAM (Groupama, Copilot Studio)) is not necessarily available to the public..

3. 03

   Reread before using

   Reread the result, correct it if needed and keep the final decision. Caveats are detailed below.

Your starting point.

Replace the bracketed items, then adapt the proposal to your situation. This prompt is written by the iadujour desk It is not a quotation from the source.

Request from a helpdesk employee: [coller]. Catalogue of internal procedures: [coller].

1. Identifies the pattern (access, password, software, hardware, other).
2. If a procedure matches, write the response step by step, citing the procedure.
3. If the request is sensitive (rights, security, personal data) or incomplete, prepare the ticket to climb instead of processing it.
Does not grant access rights alone.

What deserves your attention

Useful skills

Official skills on the same task, paired by the desk: they are not part of the described case.

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