Microsoft Customer Experience & Success (CE&S) is one of the largest support teams globally, with over 17,000 employees dedicated to shaping Microsoft's end-to-end customer experience. To enhance their effectiveness, CE&S is leveraging Copilot within Microsoft Power Automate for automation and process mining, optimizing internal processes and driving strategic improvements.

Here’s how CE&S utilized the feature in one of their projects:

Process Improvement: CE&S applied Copilot in Power Automate to enhance their Just-in-Time (JIT) security process while maintaining rigorous security standards.
Rapid Deployment: They implemented process mining within a week, utilizing the tool’s intuitive interface to gather insights without the need for extensive prior training.
Data Analysis: Over 14GB of event log data was ingested into Power Automate, enabling the team to visually pinpoint variances and effectively filter the data.
Identifying Bottlenecks: Process mining uncovered delays in access requests for backup support, revealing key areas for optimization.
Efficiency Gains: By automating the approval process, the team could save up to 13,200 hours annually, streamlining approximately 54,000 requests.