Epiq’s integration of Microsoft Copilot Studio and Power Platform tools is a prime example of how intelligent automation can transform enterprise operations. With nearly 8,000 associates working across the globe, Epiq—a leader in technology-enabled services for law firms, corporations, financial institutions, and government agencies—faces unique challenges that require equally innovative solutions. By leveraging advanced AI-powered agents, Epiq is managing the immense workload generated during large-scale class action lawsuits while simultaneously streamlining internal IT support.
To combat these issues, Epiq turned to Microsoft Copilot Studio. The platform’s generative AI capabilities allow the creation of agents that can instantly address routine inquiries. Whether it’s answering questions regarding eligibility, explaining claim filing procedures, or providing status updates when a claimant inputs their file number, these AI agents are designed to deliver prompt, accurate responses. And when a claimant requires more nuanced assistance, the system seamlessly transfers them to a live agent, ensuring both efficiency and quality service.
Key Takeaways:
This tailored approach highlights an important trend in enterprise technology: the ability to adapt and extend standard platforms to meet unique business needs. When standard solutions fall short, a custom-built approach can drive both agility and resilience. In one of its largest class action cases to date, a single AI agent successfully managed nearly 50,000 messages—a testament to the robustness of the system and the foresight of its design.
Highlights of the Technical Innovation:
This innovation is particularly significant from a customer service perspective. Email, as a communication channel, often suffers from delayed responses and inconsistent follow-ups. By automating routine interactions while preserving a human touch for complex queries, Epiq achieves a balance between efficiency and personal service. The ability to process emails autonomously not only streamlines the workflow but also enhances the claimant experience—critical in fields where trust and timely communication are paramount.
Benefits of the Autonomous Email Agent:
Eva’s Impact on Internal Workflow:
For Windows users and IT professionals, Epiq’s example is particularly instructive. Many enterprises have access to Microsoft’s extensive suite of tools within the Windows ecosystem—including Windows 11 updates, Microsoft security patches, and cutting-edge cybersecurity advisories. Combining these with platforms like Copilot Studio can offer a seamless and secure digital workplace experience.
Industry-Wide Takeaways:
Looking forward, the convergence of AI, automation, and the robust infrastructure provided by Microsoft paves the way for even more transformative projects. Whether it’s scaling up customer service operations during a high-profile lawsuit or enhancing internal productivity through streamlined IT support, the principles demonstrated by Epiq are applicable across industries.
What Lies Ahead:
For Windows and IT professionals, the key lessons to take away include the importance of agility in technology integration and the potential for AI to drastically reshape operational models. As the Windows ecosystem continues to benefit from robust updates like Windows 11 enhancements and Microsoft security patches, enterprises everywhere can look to Epiq’s model as a roadmap for future innovations.
With every email automated, every call routed efficiently, and every internal IT request resolved swiftly by agents like Eva, Epiq sets a high standard for what’s possible when the cutting edge of AI meets the pragmatism of enterprise needs. As we watch similar trends unfold across the tech landscape, one cannot help but wonder: Could the widespread adoption of such AI tools soon become a necessity rather than a luxury? The answer, powered by examples like Epiq’s, is increasingly affirmative.
By investing in robust AI solutions today, companies are not only preparing for the demands of tomorrow but are actively shaping a future where technology not only supports but amplifies human potential. This is the power of the Microsoft ecosystem in action—a blend of innovative tools and strategic thinking that paves the way for smarter, faster, and more secure operations.
Epiq’s story is a compelling case study for professionals across the board, from IT administrators ensuring seamless internal support to customer service teams tasked with maintaining impeccable client relations. As the industry continues to navigate the ever-evolving digital frontier, the integration of AI into daily operations will remain one of the most transformative trends of our time.
Source: Microsoft Epiq uses Microsoft Copilot Studio and other Power Platform tools to drive efficiency and reduce costs | Microsoft Customer Stories
A Global Leader Navigating Complex Legal Challenges
Epiq’s strength lies in its extensive experience managing highly visible litigation, regulatory, and compliance projects. When handling major class action suits involving tens of thousands of claimants, the company faces significant logistical and operational challenges. This scale can create unpredictable spikes in customer inquiries, leading to overburdened call centers and long wait times—a scenario that not only frustrates claimants but also strains operational resources.To combat these issues, Epiq turned to Microsoft Copilot Studio. The platform’s generative AI capabilities allow the creation of agents that can instantly address routine inquiries. Whether it’s answering questions regarding eligibility, explaining claim filing procedures, or providing status updates when a claimant inputs their file number, these AI agents are designed to deliver prompt, accurate responses. And when a claimant requires more nuanced assistance, the system seamlessly transfers them to a live agent, ensuring both efficiency and quality service.
Key Takeaways:
- Epiq leverages AI-driven agents to minimize wait times during high-volume periods.
- Generative AI provides rapid answers to common legal inquiries.
- A built-in handoff mechanism ensures a smooth escalation to live support when needed.
Engineering a Tailored AI Solution for Customer Support
One of the most impressive aspects of Epiq’s initiative is the technical customization that went into its development. At the time of implementation, Epiq’s specific call center platform did not have a pre-built connector available. Undeterred, the development team designed a custom handoff adaptor within Copilot Studio. This adaptor now forms part of a custom component collection—a repository that not only simplifies the current integration but will also serve future class action suits and similar projects.This tailored approach highlights an important trend in enterprise technology: the ability to adapt and extend standard platforms to meet unique business needs. When standard solutions fall short, a custom-built approach can drive both agility and resilience. In one of its largest class action cases to date, a single AI agent successfully managed nearly 50,000 messages—a testament to the robustness of the system and the foresight of its design.
Highlights of the Technical Innovation:
- Custom handoff adaptor bridges the gap with Epiq’s call center platform.
- The adapter is now part of a versatile custom component collection.
- One AI agent managed almost 50,000 messages in a single case, reducing operational overload.
Revolutionizing Customer Communication with AI
Beyond real-time chat support, Epiq is exploring even more advanced uses for its AI agents. The team is currently testing an autonomous agent capable of handling customer emails. This agent scans a general inbox, drafts responses, and even sends follow-up emails automatically. When an email requires more in-depth human intervention, the system smartly reroutes it to another mailbox overseen by staff members.This innovation is particularly significant from a customer service perspective. Email, as a communication channel, often suffers from delayed responses and inconsistent follow-ups. By automating routine interactions while preserving a human touch for complex queries, Epiq achieves a balance between efficiency and personal service. The ability to process emails autonomously not only streamlines the workflow but also enhances the claimant experience—critical in fields where trust and timely communication are paramount.
Benefits of the Autonomous Email Agent:
- Automated scanning, responding, and follow-up on customer emails.
- Reduced manual workload for staff during high-volume periods.
- Ensured continuity of communication, maintaining high service levels.
Transforming Internal IT Support with “Eva”
Epiq’s innovation isn’t limited to external customer interactions. The company has also harnessed Microsoft Copilot Studio to revolutionize internal IT support. Enter “Eva,” an AI agent designed to deliver a wide array of IT support services to employees. Eva’s functionalities include:- Facilitating the lookup of travel and HR policies stored on platforms like Dataverse and SharePoint.
- Integrating with ServiceNow to open helpdesk tickets and track their status in real time.
- Using Microsoft Entra for improved connectivity with Verkada, which manages building security and location services.
- Streamlining administrative tasks like creating and modifying Microsoft Exchange distribution groups and establishing channels in Microsoft Teams.
Eva’s Impact on Internal Workflow:
- Simplifies access to corporate policies and essential information.
- Automates the helpdesk ticketing process, ensuring quick response times.
- Enhances security and administrative efficiency with integration across key systems.
- Provides a scalable template for future integrations like Workday and Okta.
The Broader Implications for AI and the Windows Ecosystem
Epiq’s journey offers a microcosm of a larger shift towards AI-driven transformations in enterprise technology. The integration of Microsoft Copilot Studio and Power Platform tools illustrates how modern organizations can leverage AI to not only drive external customer engagement but also significantly boost internal operational efficiencies.For Windows users and IT professionals, Epiq’s example is particularly instructive. Many enterprises have access to Microsoft’s extensive suite of tools within the Windows ecosystem—including Windows 11 updates, Microsoft security patches, and cutting-edge cybersecurity advisories. Combining these with platforms like Copilot Studio can offer a seamless and secure digital workplace experience.
Industry-Wide Takeaways:
- The evolution of AI in enterprise applications is driving a new era of digital transformation.
- Custom integrations, like Epiq’s handoff adaptor, highlight the potential for tailored solutions.
- The strategic use of AI in both customer service and internal IT support can lead to significant cost reductions and improved operational efficiency.
- Windows users benefit from a comprehensive ecosystem that supports both innovation and robust security measures.
A Look Towards the Future
Epiq’s current successes are just the beginning. The plan to integrate future capabilities like Workday and Okta underscores a commitment to continual evolution and digital innovation. As more organizations begin to embrace AI-driven agents, the ability to automatically adapt and expand these systems will define competitive advantage in the market.Looking forward, the convergence of AI, automation, and the robust infrastructure provided by Microsoft paves the way for even more transformative projects. Whether it’s scaling up customer service operations during a high-profile lawsuit or enhancing internal productivity through streamlined IT support, the principles demonstrated by Epiq are applicable across industries.
What Lies Ahead:
- Expanded integration with third-party systems will further enhance the flexibility and utility of AI agents.
- Continuous improvements in generative AI will enable more nuanced and human-like interactions.
- Companies can expect to see a gradual shift from reactive service models to proactive and predictive support systems.
- The ongoing evolution of AI tools in the Microsoft ecosystem will likely lead to more secure, efficient, and user-friendly digital experiences.
Concluding Thoughts
Epiq’s use of Microsoft Copilot Studio and Power Platform tools is a sterling example of how AI can drive both external and internal enhancements across large organizations. By automating routine tasks, optimizing customer communication, and streamlining IT support, Epiq is not only reducing costs but also significantly improving service quality.For Windows and IT professionals, the key lessons to take away include the importance of agility in technology integration and the potential for AI to drastically reshape operational models. As the Windows ecosystem continues to benefit from robust updates like Windows 11 enhancements and Microsoft security patches, enterprises everywhere can look to Epiq’s model as a roadmap for future innovations.
With every email automated, every call routed efficiently, and every internal IT request resolved swiftly by agents like Eva, Epiq sets a high standard for what’s possible when the cutting edge of AI meets the pragmatism of enterprise needs. As we watch similar trends unfold across the tech landscape, one cannot help but wonder: Could the widespread adoption of such AI tools soon become a necessity rather than a luxury? The answer, powered by examples like Epiq’s, is increasingly affirmative.
By investing in robust AI solutions today, companies are not only preparing for the demands of tomorrow but are actively shaping a future where technology not only supports but amplifies human potential. This is the power of the Microsoft ecosystem in action—a blend of innovative tools and strategic thinking that paves the way for smarter, faster, and more secure operations.
Epiq’s story is a compelling case study for professionals across the board, from IT administrators ensuring seamless internal support to customer service teams tasked with maintaining impeccable client relations. As the industry continues to navigate the ever-evolving digital frontier, the integration of AI into daily operations will remain one of the most transformative trends of our time.
Source: Microsoft Epiq uses Microsoft Copilot Studio and other Power Platform tools to drive efficiency and reduce costs | Microsoft Customer Stories
