Published December 10 2025
Agent Name
Product Knowledge Agent
Built with
Copilot Studio
Industry
Retail & Financial Services (Can be adapted to any industry)
Deployed to
Microsoft Teams
On the eighth day of 12 Days of Agents, Copilot Studio gave me… a smarter way to find the answers teams need. We know the most successful AI agents solve real pain points, and for teams involved in customer support, service or sales, the Product Knowledge Agent steps in right where things often get tricky.
In many organisations, there’s often that one person who knows everything about everything. Whether it’s product details, technical specs, or key procedures. While this can be incredibly valuable, it also means information is often locked behind a single gatekeeper. For teams that rely on quick, accurate data, this presents many challenges.
Challenge
For one of our retail they faced the challenge of too much knowledge was sitting with a small group of subject matter experts (SMEs), making it tough for their workers and customers to get quick answers. They were calling in for help, which led to delays and frustration, not to mention it put a lot of pressure on a few key team members. This bottleneck was impacting customer satisfaction and adding unnecessary operational costs.
Meanwhile, another financial services client was dealing with a similar issue. Customer service teams were finding it hard to get answers about their key products online. The information was all over the place and spread across internal systems, PDFs, and even the public website. This made it time-consuming for staff to find what they needed and led to slow response times and inconsistent answers for customers.
How a product knowledge agent solves these problems
Using Microsoft Copilot Studio, we developed a Product Knowledge Agent for both clients. For our retail client, the agent was built to streamline access to product details, which took the pressure off SMEs. By pulling together installation guides, training materials, and PDFs into one reliable source, we made sure the info was easy to find and up-to-date. A key part of this was also tidying up SharePoint through data migration and clean-up, ensuring everything was in tip-top shape.
For the financial services client, we created a Copilot Agent that lives right inside Microsoft Teams. Now, when staff need information, they can just ask a natural language question and instantly pull answers from trusted sources like SharePoint libraries, SOPs, and the public website. The agent summarises longer responses into short, punchy bullet points and cited the sources for transparency. Plus, users can email the results directly into a ticket or send them off to customers, which keeps things running smoothly.
*Illustration purposes only
Expected outcomes
Like what you see?
At Engage Squared, we understand that the best solutions are the ones that make life easier. If you’re interested in how Copilot agents can transform your teams workflows, book a call with one of our AI experts today.
