ECG Group
40% faster ticket resolution
Softree built retrieval-augmented copilots with entitlement-aware SharePoint indexes, human-in-the-loop escalation, and weekly knowledge gap reports for ECG's 1,200+ agents.
Project overview
ECG Group
Softree built retrieval-augmented copilots with entitlement-aware SharePoint indexes, human-in-the-loop escalation, and weekly knowledge gap reports for ECG's 1,200+ agents.
The Client Challenge
Support teams re-answered the same policy questions while early M365 pilots lacked grounding — creating compliance risk when models hallucinated.
Pilot enthusiasm without production guardrails
Early copilots answered confidently but could not cite sources — unacceptable for client-facing policy workflows under EBA scrutiny.
Ungrounded pilots
Early bots answered confidently without sources — unacceptable for regulated workflows.
Permission blind spots
Indexes ignored Graph entitlements, risking over-exposure of restricted libraries.
Shadow automation
A dozen unsanctioned bots created conflicting answers and audit gaps.
Our approach
We indexed approved SharePoint libraries with Graph-scoped permissions, ran red-team evaluation harnesses, and wired escalation to existing ITSM queues.
Grounded retrieval with human escalation
Chunking strategies respected library sensitivity tiers; every response includes source links and confidence metadata for reviewers.
Solution overview
How we delivered
We indexed approved SharePoint libraries with Graph-scoped permissions, ran red-team evaluation harnesses, and wired escalation to existing ITSM queues.
Microsoft Copilot Studio
Integrated Microsoft Copilot Studio layer in the enterprise architecture.
Azure OpenAI
Integrated Azure OpenAI layer in the enterprise architecture.
SharePoint
Integrated SharePoint layer in the enterprise architecture.
Microsoft Graph
Integrated Microsoft Graph layer in the enterprise architecture.
What we built
What We Delivered
Retrieval pipeline
Permission-aware SharePoint indexes with chunk metadata.
Evaluation harness
Red-team prompts and citation accuracy benchmarks.
Copilot Studio agents
Tier-1 deflection with ITSM handoff.
Feedback loop
In-product thumbs and weekly gap reports for content ops.
Visual proof
What we shipped
ECG runs copilots with cited answers, regional data residency, and a feedback loop that feeds knowledge managers every Monday.
Operations analytics
The outcome
What changed for the client
Trust and speed moved together
Median resolution time dropped from 18 hours to 11 while compliance reviewers gained citation trails for every automated response.
Overall, we are satisfied with our collaboration — your last action really makes a difference.
Results
Results & Business Impact
Deflection rate
CSAT (copilot)
Shadow bots retired
Weekly
Knowledge gaps surfaced
| Metric | Before | After |
|---|---|---|
| Tier-1 resolution | 18h median | 11h median |
| Cited answers | 0% | 100% in production |
| Sanctioned bots | 12 shadow | 1 governed program |
Reference tech stack
Microsoft Power Platform ecosystem
Governed low-code components integrated with Azure — built for enterprise scale and plant-floor reliability.
Microsoft Copilot Studio
Enterprise integration layer
Azure OpenAI
Enterprise integration layer
SharePoint
Enterprise integration layer
Microsoft Graph
Enterprise integration layer
Power Automate
Enterprise integration layer
“Overall, we are satisfied with our collaboration in the past and your last action really makes a difference.”
Arkady Fedorovtsjev
IT Director · ECG Group · Netherlands
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