But the reality is that most organizations still have customer information spread across multiple systems: CRM tools, ticketing platforms, emails, chat logs, and even spreadsheets.

The result? Agents spend more time searching for answers than solving problems, and customers feel the frustration of disjointed support.

A 360° customer service view changes that. It brings together all your customer data, from every channel and system, into one connected view. Agents instantly see who the customer is, their history, preferences, and recent interactions. With that kind of visibility, your team can shift from reactive to proactive support, delivering the kind of personalized experience that builds trust and loyalty.

This is where Microsoft Power Automate comes in.

As part of Microsoft’s Power Platform, Power Automate helps organizations bridge the gaps between their tools and data sources without needing complex coding or expensive integration projects. It allows you to automate workflows, sync data across systems, and keep customer records up to date in real time, giving your agents the information they need, when they need it.

In this guide, we’ll explore how your organization can use Power Automate to build a complete, 360° view of your customers. You’ll see how automation can simplify data integration, improve operational efficiency, and empower your teams to deliver faster, smarter, and more human customer experiences.

Whether you’re leading a service organization or driving digital transformation across the business, this approach can help you turn disconnected data into a unified advantage.

Challenges of Disconnected Customer Service Systems

Even with modern tools and well-trained teams, many customer service organizations still face an uphill battle when it comes to delivering truly seamless and personalized experiences.

The root cause is often hidden in plain sight: customer data is scattered across multiple systems that don’t communicate effectively with each other.

Think about what a typical service interaction looks like today. A customer calls about a billing issue, but the billing data lives in one application, their service history in another, and their previous chat transcripts somewhere else.

The agent spends the first few minutes of the call navigating through different systems just to understand who the customer is and what they need. It’s not that the agent isn’t capable; it’s that their tools make the job harder than it should be.

Here are some of the biggest challenges call centers and service desks commonly face:

• Fragmented systems: Customer information often lives in silos; CRMs, billing databases, support ticket platforms, and knowledge bases that operate independently. Without a single source of truth, agents are forced to make decisions based on incomplete data.
• Time-consuming searches: On average, agents spend several minutes per case switching between screens and applications to find relevant information. That may not sound like much, but across hundreds or thousands of daily interactions, it adds up to hours of lost productivity and slower response times.
• Inconsistent responses: When data isn’t unified, there’s no standard view of the customer journey. Agents rely on personal notes, memory, or partial records, leading to responses that vary from one team member or one interaction to the next. The customer, meanwhile, notices the difference.

These issues don’t just impact operational efficiency; they also shape how customers perceive your brand. A slow or inconsistent support experience can quickly erode trust, while agents who feel bogged down by manual searches and disjointed systems often struggle to stay engaged and motivated.

For business leaders, the message is clear: solving these challenges isn’t just about improving service workflows; it’s about building a foundation for better customer relationships and long-term loyalty.

The good news? With the right automation and integration strategy, these pain points can be turned into opportunities to empower agents, delight customers, and streamline operations.

How Power Automate Transforms the 360° Customer View

Creating a truly connected customer experience isn’t just about collecting data; it’s about making that data work for your people. This is where Microsoft Power Automate becomes a game-changer. By linking fragmented systems, automating repetitive tasks, and surfacing real-time insights, Power

Automate enables call center and service desk agents to deliver faster, more personalized, and more consistent support.

Here’s how Power Automate transforms the 360° customer view into a practical, high-impact solution:

• Integrating telephony input with backend systems: Power Automate can connect your contact center platform with your CRM, ticketing, and billing systems. When a customer calls, their details and interaction history automatically appear on the agent’s screen, eliminating the need to search across multiple systems and helping agents start every conversation with context.
• Consolidating data from multiple sources: Whether it’s CRM records, billing information, service tickets, or knowledge base articles, Power Automate brings all of it together into a single, unified flow. Agents gain a complete view of each customer, reducing silos and ensuring that everyone across the organization works from the same, accurate information.
• Delivering real-time insights: Automations can surface key insights like current open issues, financial status, recent purchases, or even known outages that may impact the customer. This gives agents the power to respond proactively, not reactively, often solving problems before customers even ask.
• Improving customer interactions: With quick access to reliable data, agents can communicate confidently and consistently. The result is faster resolutions, more personalized service, and a smoother experience that strengthens customer trust and satisfaction.

Ultimately, Power Automate helps organizations move from disconnected processes to intelligent, connected service ecosystems. By transforming how data flows between systems and teams, it equips agents with the insights they need to deliver meaningful, efficient, and human-centered support at every interaction.

How to Build a 360° Customer Service View Solution with Power Automate

Building a 360° customer service view may sound complex, but with Microsoft Power Automate, it can be done through a series of well-structured, automated workflows. Each step plays a crucial role in capturing, connecting, and presenting customer data in real time, all while maintaining data accuracy and security.

Below is a step-by-step outline of how the process comes together:

Step 1: Customer Call Trigger (Telephony Integration)

The workflow begins the moment a customer calls the support line. The telephony system automatically sends a customer ID or phone number as input to Power Automate, triggering the automation process.

Power Automate Actions:

• When an HTTP request is received: Trigger the workflow through your telephony system’s API.
• Initialize variable: Store the incoming phone number or account ID for later use.
• Get items: Retrieve associated customer records from CRM or Dataverse.

Best Practice:

Standardize telephony inputs so that every incoming call is linked to a unique customer identifier, ensuring accurate data retrieval and consistent experiences.

Step 2: Customer Identification & Authentication

Before pulling up any sensitive information, it’s critical to confirm who’s calling. Power Automate helps automate this step while keeping security intact.

Power Automate Actions:

• Condition: Check if the customer exists in the CRM database.
• Send an email (V2) or Send SMS via Connector: Deliver a one-time password (OTP) for authentication.
• Wait for a response: Capture the entered OTP through the IVR system or customer portal before proceeding.

Step 3: Data Gathering from Multiple Systems

Once the caller is verified, the workflow collects key customer information from various back-end systems, giving agents a complete view of the customer’s history and current status.

Data Sources Include:

• CRM: Customer profile and recent interactions.
• Billing System: Financial or account status.
• Ticketing System: Open or closed support cases.
• Knowledge Base: Relevant troubleshooting guides.
• Monitoring Systems: Known outages or service impacts in the customer’s region.

Power Automate Actions:

• Get record: Retrieve customer details from Dataverse or CRM.
• SQL Server – Get rows: Fetch billing data.
• Get items: Pull support tickets via SharePoint or ServiceNow connector.
• HTTP: Query knowledge base APIs for related articles.
• Filter array: Match outage information to the customer’s service or region.

Step 4: Analysis & Context Compilation

Next, all retrieved data is combined into a single, structured snapshot that provides agents with everything they need without switching tools or systems.

Power Automate Actions:

• Compose: Build a unified JSON object that includes the customer profile, tickets, billing, and outage data.
• Select: Extract only the most relevant details for display.
• Create an HTML table: Format the compiled data for presentation in Teams or email.

Step 5: Support Guidance Delivery

The compiled insights are then sent directly to the agent in real time, ensuring they’re equipped with complete context before interacting with the customer.

Power Automate Actions:

• Post an adaptive card and wait for a response: Display the customer snapshot in Microsoft Teams.
• Send an email (V2): Provide a detailed case summary if required.
• Update item: Store the interaction data in the service desk dashboard.

Output to Agent Includes:

• Customer details (ID, contact, account status)
• Known outages or service disruptions
• Open support tickets
• Suggested next steps or troubleshooting scripts
• Links to relevant knowledge base articles

Step 6: Human-in-the-Loop Escalations

Not every case can or should be automated. For complex or high-priority issues, Power Automate ensures smooth escalation to supervisors or specialized teams.

Power Automate Actions:

• Start and wait for an approval: Route cases for supervisor review and sign-off.
• Post a message in a chat or channel: Instantly alert escalation teams in Microsoft Teams.
• Update item: Assign or re-route the case within the ticketing system.

Step 7: Logging & Continuous Improvement

Finally, all interactions and outcomes are logged for analysis and improvement. This data not only supports reporting and performance tracking but can also be used to train AI models and improve service quality over time.

Power Automate Actions:

• Add a row into a table: Record call outcomes in Excel or Dataverse.
• Refresh a dataset: Automatically update Power BI dashboards with new metrics.
• Append to array variable: Capture recurring issues for trend analysis and root-cause investigation.

By connecting systems, automating workflows, and presenting real-time insights, Power Automate enables organizations to deliver truly unified customer experiences. Agents gain instant access to the right information, customers receive faster and more consistent support, and leaders benefit from deeper visibility into performance and trends.

Benefits of Building a 360° Customer Service View Solution with Power Automate

Implementing a 360° customer service view isn’t just about streamlining agent workflows; it’s about creating a truly connected customer experience.

By leveraging Microsoft Power Automate to unify systems, automate data flows, and surface real-time insights, organizations can achieve measurable improvements in efficiency, service quality, and customer satisfaction.

Reduced Call Handling Time

Agents spend less time searching for customer information across multiple systems. With consolidated, real-time data at their fingertips, they can immediately see account status, past interactions, and open tickets. This allows teams to resolve inquiries faster, reduce wait times, and increase overall call capacity.

Consistent Service Quality

By automating workflow steps and presenting standardized next actions or scripts, Power Automate ensures every agent delivers reliable, accurate, and consistent service. Customers experience the same high level of support regardless of who handles the interaction. Standardized guidance also reduces human errors and ensures best practices are applied across the board.

Enhanced Customer Satisfaction

When agents have a complete view of the customer, including history, preferences, and ongoing issues, they can deliver personalized, proactive support. This leads to quicker resolutions and more meaningful interactions, which boost customer trust and loyalty. Over time, consistent positive experiences strengthen relationships and drive long-term retention and advocacy.

Improved Agent Productivity

Automation reduces repetitive tasks such as switching between multiple tools or manually compiling information. Agents can focus on problem-solving, consultation, and building rapport rather than on administrative work. This improves employee engagement, reduces burnout, and allows service teams to handle higher workloads efficiently without additional headcount.

Better Compliance and Security

Power Automate automatically logs every interaction, approval, and data update, creating a centralized, auditable record. This ensures sensitive customer information is handled securely, supports regulatory compliance, and provides leadership with transparent oversight. Accurate logs also help identify trends, optimize processes, and mitigate risk across the organization.

Future Enhancements for the 360° Customer Service View Solution

As organizations continue to evolve their customer service capabilities, the 360° customer service view powered by Power Automate can be enhanced with advanced technologies to further improve efficiency, personalization, and predictive support. These future enhancements allow agents to deliver smarter, faster, and more empathetic customer interactions.

Integrate Sentiment Analysis

Incorporating sentiment analysis allows the system to detect customer emotions, such as frustration, confusion, or satisfaction, in real time during calls or chats. Agents can then adjust their tone, prioritize urgent cases, and escalate sensitive issues proactively. By understanding how customers feel, organizations can reduce churn, improve first-call resolution, and foster stronger relationships.

Enable Voice-to-Text Transcription

Real-time voice-to-text transcription converts conversations into accurate text data, automatically capturing call notes and key details. Agents can review transcripts instantly, attach them to customer records, and share insights with supervisors. This reduces the risk of errors from manual note-taking, ensures consistent documentation, and enables leadership to monitor quality and trends.

Leverage Predictive Analytics

Predictive analytics uses historical customer data and interaction patterns to recommend proactive actions. For example, it can alert agents about likely service issues or suggest personalized offers before a problem arises. This capability enables support teams to anticipate customer needs, increase resolution speed, and create highly tailored experiences that drive loyalty and satisfaction.

Provide Copilot Integration for Agents

AI-powered Copilot tools can assist agents by generating suggested responses, summarizing complex interactions, and surfacing relevant knowledge base articles in real time. This reduces cognitive load, accelerates decision-making, and ensures consistent, high-quality service. With Copilot integration, even less experienced agents can handle complex cases confidently.

Partner with Bitcot to Build a Custom 360° Customer Service View Solution

Bitcot is uniquely positioned to help organizations build a custom 360° customer service view that transforms the way agents interact with customers. Our expertise combines deep technical knowledge, strategic insight, and hands-on experience delivering automation and integration solutions at scale.

• End-to-End Automation Expertise: Bitcot leverages Microsoft Power Automate to connect complex systems, including CRM, ticketing, billing, telephony, and knowledge bases, into a single unified workflow. This eliminates silos, reduces manual effort, and ensures agents have real-time access to all relevant customer data.
• Tailored Solutions for Your Business: We design solutions specifically for your organization’s workflows, customer touchpoints, and operational goals. Every integration and automation is custom-built to align with your processes, ensuring maximum adoption and measurable impact.
• Advanced AI and Analytics Capabilities: Bitcot enables enhanced functionality such as predictive analytics, sentiment analysis, and AI-powered Copilot assistance. These features empower agents to anticipate customer needs, provide proactive solutions, and deliver highly personalized support at scale.
• Boosted Productivity and Service Quality: By automating repetitive tasks and consolidating data into a single view, Bitcot ensures agents spend more time on high-value customer interactions. This improves first-call resolution, service consistency, and overall team efficiency.
• Continuous Support and Optimization: Our work doesn’t end at implementation. Bitcot provides ongoing monitoring, performance tuning, and iterative enhancements so your 360° customer view evolves with your business and customer needs.
• Compliance, Security, and Insights: All interactions and data updates are securely logged for regulatory compliance and auditability. Additionally, actionable insights allow leadership to make data-driven decisions, identify trends, and continuously improve the customer experience.

With Bitcot, your organization gains a fully connected, insight-driven customer service solution that empowers agents, delights customers, and drives tangible business growth.

Final Thoughts

Delivering exceptional customer service today is about more than just having friendly agents; it’s about giving them the right tools, real-time insights, and seamless workflows so they can solve problems quickly and consistently.

A 360° customer service view isn’t just a “nice-to-have”; it’s a strategic advantage that empowers your team, delights your customers, and drives measurable business outcomes.

With the right approach, you can reduce call handling times, eliminate system silos, and provide agents with the full context they need to deliver personalized, proactive support. The best part? When agents have what they need at their fingertips, customers notice. They feel heard, valued, and confident in your brand.

But building a unified, intelligent customer service ecosystem isn’t always simple; it requires expert guidance, advanced tools, and proven workflow automation strategies to turn fragmented systems into a cohesive solution. That’s where Bitcot comes in.

If you’re ready to streamline your processes, empower your agents, and deliver outstanding customer experiences, Bitcot can help. Our team specializes in designing and implementing workflow automation services that connect your systems, automate repetitive tasks, and provide actionable insights, so your customer service is faster, smarter, and more consistent than ever.

Take the next step with Bitcot and transform your customer service operations into a seamless, connected experience that drives loyalty, efficiency, and growth.

Get in touch with our team.

Every day, agencies handle mountains of disability claims, each with its own set of documents, medical records, and personal details. And while most claims are legitimate, a small percentage of fraudulent submissions can cause huge financial losses and erode public trust.

Think about it: false medical documents, duplicate claims made under different names, or exaggerated disability conditions aren’t just paperwork issues. They slow down processing for real claimants who truly need support. Worse yet, these schemes can go undetected for months if the review process is manual or inconsistent.

That’s where automation steps in.

With Microsoft Power Automate, organizations can streamline claim verification, flag suspicious patterns, and strengthen fraud detection without bogging down staff in tedious manual reviews.

By integrating data from multiple systems, applying rule-based logic, and triggering alerts automatically, Power Automate helps catch red flags early, ensuring legitimate claims are processed quickly while potential fraud gets the scrutiny it deserves.

In this post, we’ll walk through a Power Automate solution designed specifically to detect and manage fraud risks in disability claims, turning a complex, error-prone process into a smarter, faster, and more secure workflow.

Challenges of Traditional Fraud Detection in Disability Claims

Traditionally, fraud detection in disability claims has been a painstakingly manual process.

Claims officers and auditors pore over stacks of paperwork, medical reports, and supporting evidence, trying to spot inconsistencies or red flags by eye. While their expertise is invaluable, the sheer volume of claims makes it nearly impossible to catch every suspicious case in time.

The result?

A process that’s:

• Slow: The manual review process is time-consuming, especially when claims are complex, involve multiple documents, or have incomplete or unclear information. For each claim, officers must carefully cross-reference a variety of records, which often leads to delays. Fraud is frequently spotted only after benefits have been paid out.
• Resource-Intensive: Detecting fraud manually means relying on large teams of claims officers, auditors, and investigators to carefully review each case. This highly resource-heavy approach not only drives up operational costs but also stretches staff capacity. As more claims flood in, agencies are forced to hire and train more personnel, resulting in increased labor costs.
• Reactive: Fraud detection in the traditional process tends to be reactive rather than proactive. By the time fraudulent claims are discovered, payments have often already been disbursed. This means agencies are often playing catch-up, focusing more on damage control than preventing fraud in real-time. The focus shifts to investigating cases after the fact.

In short, traditional fraud detection methods simply can’t keep up with the speed and sophistication of today’s fraudulent schemes. Agencies need smarter tools that can work proactively, catching suspicious patterns before money leaves the system, and that’s where automation comes in.

With the right technology in place, agencies can streamline their processes, identify fraud earlier, and improve efficiency, ultimately saving time, resources, and money. Leveraging automation can help them stay ahead of fraudsters and better protect taxpayer dollars.

How Power Automate Transforms Fraud Detection in Disability Claims

A Power Automate-driven orchestration solution seamlessly blends automation, AI, and human oversight to create a powerful system that improves the accuracy, efficiency, and speed of disability claims processing.

Here’s how it works step by step:

1. Ingest Disability Claim Data from Multiple Sources

In the world of disability claims, data doesn’t just come from one place. It’s spread across various systems: medical records, identity verification systems, insurance databases, and more. Power Automate can automatically collect and aggregate this data from multiple sources—no more manual data entry or wasted time trying to pull information together.

Whether it’s from external systems, emails, or online portals, the system consolidates all the claim data in one place, giving you a single source of truth to work with. This eliminates errors that can occur when data is entered manually and ensures you have all the necessary details to process a claim quickly and accurately.

2. Apply Fraud Detection Algorithms to Flag Suspicious Claims

Once the data is in the system, Power Automate leverages fraud detection algorithms powered by AI to instantly assess each claim for potential red flags. These algorithms analyze patterns, cross-reference data, and use historical information to identify discrepancies that may indicate fraud.

For example, it might spot duplicate claims, false medical documentation, or fabricated disability conditions that human reviewers might miss. By automating this process, the solution can sift through vast amounts of data much faster than any manual process, flagging potentially suspicious claims in real time for further investigation.

3. Categorize Fraud Risks Based on Severity

Not all fraud risks are created equal. Some claims might involve minor discrepancies, while others may be major fraudulent activities. With Power Automate, fraud risks are automatically categorized based on their severity. The system can analyze the flagged claims, assessing the potential impact of each issue.

For example, a claim with minor inconsistencies in medical records might be marked as low risk, while a claim with multiple red flags, like mismatched identities or fabricated documents, would be categorized as high risk. This prioritization helps teams focus their attention where it’s most needed, ensuring that more critical cases get the right level of scrutiny.

4. Escalate High-Risk Claims for Human Investigation

While AI can do a lot, there are times when human judgment is essential. Power Automate ensures that high-risk claims, those that pose a significant threat, are escalated to human investigators or claims officers. This ensures that the most suspicious cases get a thorough review by someone with the expertise to make a final determination.

For instance, if a claim has multiple inconsistencies or involves a person with a history of fraudulent behavior, the system will flag it for immediate human intervention. This combination of automation and human oversight allows for more efficient and accurate decision-making while still leveraging the speed of automation.

5. Ensure Compliance and Auditing Through Structured Record-Keeping

Compliance and auditing are non-negotiable in disability claims processing. With Power Automate, every step of the claims process is logged and documented in a structured and easily accessible format. This ensures that you always have a complete audit trail, whether it’s for regulatory compliance or internal audits.

Whether it’s tracking when data was ingested, when fraud detection was applied, or when a claim was flagged for escalation, everything is captured automatically. This not only reduces the risk of non-compliance but also saves time by making it easy to access records for review at any time.

How to Automate Fraud Detection in Disability Claims with Power Automate

Automating fraud detection in disability claims might sound complex, but with Microsoft Power Automate, it’s completely achievable.

The key is combining automation, AI, and human decision-making into one seamless workflow.

Below is a step-by-step breakdown of how this solution can be built, from intake to investigation and auditing.

Step 1: Claims Intake & Preprocessing

Every fraud detection process starts with getting the claims in. Disability claims can arrive through different intake channels: online portals, email submissions, or even uploaded PDF forms. Handling all of these manually can easily slow things down, but Power Automate can unify and simplify this process.

Power Automate Actions:

• When a new response is submitted: Automatically capture claims submitted through online forms or portals.
• When a new email arrives (V3): Intake and extract claims directly from incoming emails, including attachments.
• Get file content: Retrieve uploaded PDF or Word forms submitted by claimants.

Best Practice:

Assign a unique Claim ID as soon as each claim enters the system. This ID becomes the claim’s digital fingerprint, ensuring that every step, from intake to final decision, can be tracked and audited easily across systems.

Step 2: Data Extraction & Identity Validation

Once claims are captured, the next step is to extract and validate key information: things like claimant details, identification numbers, and medical records. Instead of manually reading through each document, Power Automate can leverage AI Builder to pull structured data automatically.

Power Automate Actions:

• Extract information from documents: Use AI Builder Form Processing to extract key fields like name, ID number, and claim type from claim forms.
• Get items: Retrieve claimant history from SharePoint or Dataverse, allowing you to cross-check for duplicate or prior claims.
• HTTP: Connect to external government ID verification APIs to confirm that the claimant’s identity and details are valid.
• Condition: Flag any claims where ID data is missing or mismatched, automatically routing them for review.

This ensures that false identities or tampered information are caught early in the process, long before any payments are made.

Step 3: Fraud Pattern Detection via AI

Now comes the intelligence layer: identifying fraud patterns that might not be obvious to the human eye. Power Automate, integrated with AI Builder, can detect complex fraud signals in real time.

Common fraud patterns include:

• Duplicate claims filed under different identities.
• Unusual claim frequency from the same IP address or device.
• Medical certificates submitted from unverified or suspicious providers.

Power Automate Actions:

• Predict: Use the AI Builder Fraud Detection model to analyze claims and predict fraud likelihood.
• Filter array: Automatically search for duplicate or overlapping claims in your dataset.
• Compose: Store key suspicious attributes for each claim to build a fraud risk profile.

By automating this step, potential fraud can be flagged within minutes instead of weeks — dramatically improving detection speed and accuracy.

Step 4: Risk Categorization

Not every flagged claim is fraudulent. Some might just need a second look. Power Automate helps by categorizing claims based on risk severity, so teams can focus their efforts where it matters most.

Risk categories might look like this:

• Low Risk: No anomalies detected; ready for approval.
• Medium Risk: Minor inconsistencies; requires monitoring or follow-up.
• High Risk: Clear fraud indicators; escalate immediately.

Power Automate Actions:

• Switch: Branch workflows automatically based on the risk category.
• Append to array variable: Record categorized outcomes for tracking and reporting.

This ensures that high-risk claims get priority while legitimate claims continue moving forward without unnecessary delay.

Step 5: Human Review & Investigation

Automation is powerful, but it doesn’t replace human judgment. Once Power Automate identifies and categorizes suspicious claims, high-risk or complex cases are escalated to human investigators for deeper review.

Power Automate Actions:

• Start and wait for an approval: Automatically assign the claim to a fraud investigator for manual assessment.
• Post adaptive card and wait for a response: Send investigation details directly to the team in Microsoft Teams, allowing reviewers to approve, reject, or comment without leaving their workspace.
• Update item: Record the investigator’s final decision in SharePoint or Dataverse for transparency and traceability.

This step ensures the perfect balance between machine efficiency and human expertise.

Step 6: Decision Execution (Approve / Reject / Suspend)

Once both automation and human review are complete, it’s time to take action. Power Automate ensures that every decision, whether it’s approval, rejection, or suspension, is carried out consistently and communicated clearly.

Power Automate Actions:

• Condition: Route the outcome based on the decision logic.
• Send an email (V2): Notify claimants of the result, including the reason for rejection or any additional documentation needed.
• HTTP: Update the benefits management system with the final claim status to maintain synchronization across platforms.

This step closes the loop, ensuring every claim ends with a clear, auditable outcome.

Step 7: Audit Logging & Reporting

The final step is about accountability. Every action, from intake to decision, needs to be traceable. Power Automate automatically builds a full audit trail, ensuring compliance and enabling better fraud analytics.

Power Automate Actions:

• Add a row into a table: Log claim outcomes and metadata in Excel or Dataverse for record-keeping.
• Convert Word Document to PDF: Archive completed investigation reports securely.
• Refresh a dataset: Update Power BI dashboards with the latest fraud statistics, giving leadership a real-time view of trends and performance.

With this structure, compliance teams have everything they need for audits or reporting, without chasing spreadsheets or paper files.

Benefits of Automating Fraud Detection in Disability Claims

Automating fraud detection isn’t just about keeping up with technology: it’s about transforming how disability claims are processed.

With Power Automate, agencies can move from a reactive, paper-heavy process to a proactive, data-driven one that spots issues before they become costly mistakes.

Here’s how automation makes a real difference:

1. Faster Fraud Detection

Speed matters when it comes to fraud. Traditional reviews can take days or even weeks, giving fraudulent claims time to slip through and payments to go out before red flags are noticed. With automation, potential fraud is detected within minutes of submission.

Power Automate’s real-time monitoring and AI-driven workflows mean suspicious claims are automatically flagged the moment anomalies appear, allowing investigators to step in early and prevent wrongful payouts before they happen.

2. Higher Accuracy

Even the most skilled claims officers can miss details when faced with hundreds of files a week. Automation brings consistency and precision to the table. AI models analyze data patterns across thousands of claims simultaneously, spotting inconsistencies, duplicate submissions, or suspicious medical documentation that a human might overlook.

This results in fewer false positives (legitimate claims wrongly flagged as fraud) and a higher success rate in catching actual fraudulent activity.

3. Lower Operational Costs

Fraudulent claims don’t just drain resources; they cost agencies real money. Every fake payout represents funds that could have supported someone in genuine need. By automating fraud detection, organizations can reduce financial losses from false claims while also cutting down on manual labor costs.

Power Automate handles repetitive data checks and pattern matching, freeing up staff to focus on high-value tasks like investigations and claimant support. The result? A leaner, more cost-efficient fraud management process.

4. Regulatory Compliance and Transparency

Fraud detection isn’t just about catching bad actors; it’s also about proving you did things the right way. Power Automate ensures every action, decision, and escalation is logged automatically, creating a complete digital audit trail.

When auditors or regulators come knocking, teams can easily pull detailed records showing when a claim was flagged, who reviewed it, and what decision was made. This level of transparency not only simplifies compliance but also builds trust and accountability across the organization.

5. Scalability Without Added Headcount

As claim volumes grow, manual review processes quickly become unsustainable. Hiring more people to keep up isn’t always feasible or cost-effective. With Power Automate, agencies can scale operations effortlessly without needing to expand their teams.

The system can process thousands of claims in parallel, apply the same set of fraud detection rules consistently, and escalate only the truly suspicious cases for human review. This means your fraud detection capability grows without increasing your overhead.

Future Enhancements of Fraud Detection Automation in Disability Claims

While today’s automation solutions already bring speed and intelligence to fraud detection, the future holds even more powerful possibilities.

As technology continues to evolve, disability claims processing can become smarter, more secure, and even more proactive.

Here’s what’s on the horizon for the next generation of fraud detection automation:

1. Integration with Biometric Verification Systems

Imagine a world where fraudulent identities are caught before a single document is even processed. That’s where biometric verification comes in. By integrating Power Automate workflows with facial recognition or fingerprint scanning systems, agencies can instantly verify a claimant’s identity at the very start of the process.

This enhancement would prevent identity theft and duplicate claims filed under different names: one of the most common forms of fraud in disability claims. It also strengthens trust and ensures that benefits are delivered only to genuine, verified individuals.

2. Predictive Analytics for Emerging Fraud Trends

Fraud tactics evolve constantly; what worked last year might not work tomorrow. Future automation systems will incorporate predictive analytics, using machine learning models that continuously learn from new data and behavior patterns.

By analyzing trends in real time, these models can forecast emerging fraud schemes before they become widespread. For example, if an unusual spike in claims from a particular region or medical provider is detected, the system could automatically flag it for investigation. This shift from reactive detection to predictive prevention will be a game-changer for agencies trying to stay ahead.

3. Automated Collaboration with Law Enforcement

Catching fraud is only part of the battle: prosecuting it effectively is the next step. In the future, Power Automate could help streamline this by automating collaboration with law enforcement agencies.

When a confirmed fraudulent case is detected, the system could automatically compile all relevant documentation, such as claim details, investigation notes, timestamps, and evidence, and securely share it with legal authorities. This would reduce the time and effort spent coordinating between departments and ensure that strong, complete evidence packages are sent to prosecutors.

4. Continuous Monitoring of Previously Approved Claims

Fraud doesn’t always happen at the beginning of a claim. Sometimes, false information or misuse surfaces after approval. Future enhancements will include continuous monitoring of previously approved claims to detect suspicious post-approval activities, such as recurring medical visits, altered documentation, or changes in claimant data.

With ongoing monitoring in place, Power Automate can flag anomalies even months after a claim has been processed, allowing agencies to take corrective action quickly. This ensures long-term fraud prevention and helps maintain program integrity over time.

Partner with Bitcot to Automate Fraud Detection in Disability Claims

When it comes to automating fraud detection, choosing the right technology partner makes all the difference.

You need more than just technical know-how; you need a team that understands your challenges, your compliance landscape, and your mission to protect genuine claimants.

That’s where Bitcot stands out.

Here’s why organizations trust Bitcot to bring their Power Automate vision to life:

• Deep Expertise in Power Platform & AI: Bitcot’s certified Power Platform specialists combine deep knowledge of Power Automate, AI Builder, and Power BI to design intelligent workflows that catch fraud early, without disrupting your existing operations.
• Experience with Public Sector & Claims Processing: We understand the complex world of social programs, compliance rules, and audit requirements. Bitcot has worked with government agencies and large enterprises to streamline claims management and reduce fraudulent activity with measurable results.
• Custom-Built Solutions, Not One-Size-Fits-All: No two agencies or claims systems are alike. Bitcot develops tailored automation workflows that align perfectly with your data sources, approval processes, and compliance needs. You get a solution that fits, not one you have to adapt to.
• Seamless Integration Across Systems: Whether you’re using SharePoint, Dataverse, Dynamics 365, or third-party case management tools, Bitcot ensures secure, reliable integrations so your data flows smoothly and securely across platforms.
• Scalable, Future-Ready Design: Fraud schemes evolve, and your detection system should too. Bitcot builds scalable, future-proof architectures that can easily adapt to new fraud models, data sources, and regulatory changes without starting from scratch.
• Trusted Long-Term Partner: We don’t just deploy and disappear. Bitcot provides ongoing optimization, monitoring, and support to ensure your fraud detection system stays effective and aligned with your evolving business needs.

Partnering with Bitcot means you’re not just automating processes; you’re building a smarter, safer, and more accountable fraud detection ecosystem. With our expertise, innovation, and commitment to impact, Bitcot helps you stay ahead of fraud while ensuring every genuine claimant gets the benefits they deserve.

Final Thoughts

Fraud detection in disability claims doesn’t have to be a slow, reactive, and resource-heavy process anymore.

With the right automation strategy, agencies can move from constantly playing catch-up to staying one step ahead, identifying risks early, improving accuracy, and ensuring that benefits go to the people who truly need them.

Power Automate brings the technology to make that possible, combining AI, automation, and smart workflows that can think and act faster than traditional systems ever could. But technology alone isn’t enough. You need a partner who understands how to connect the dots, someone who knows how to make automation work for you, not just around you.

That’s exactly where Bitcot comes in. Whether you’re just starting your automation journey or looking to expand your fraud detection capabilities, Bitcot’s workflow automation services can help you design, build, and scale a Power Automate solution that fits your processes perfectly.

So if you’re ready to modernize how you detect and prevent fraud, and build a smarter, more efficient claims process, it’s time to partner with Bitcot. Let’s build your next intelligent automation solution together.

Get in touch with our team.

Hiring is one of those things.

People have built entire companies on the idea that employees are the most valuable asset, and then used brittle filters and bloated processes to find them. That gap makes no sense anymore.

Even with AI-powered tools like ATS filters, keyword matchers, and chatbots, the core problems persist. Good candidates are screened out for the wrong reasons. Great ones get overlooked because no one saw them in time.

We thought: What if Microsoft Copilot Studio could help our clients see better?

Not just faster. Not just cheaper. But better, with more consistency, more clarity, and fewer false negatives.

So, as an AI agent development company driven by curiosity and efficiency, we built a custom Microsoft Copilot Studio agent as a proof of concept to automate resume screening and matching.

It reads every resume like a top recruiter would. It evaluates fit based on the actual job description. It flags the best candidates instantly and reaches out before competitors even notice. And it finally makes hiring feel as strategic as it’s supposed to be.

In this article, we’ll break down how our PoC solution understands JDs in context, parses resumes with nuance, and performs intelligent matching, all using Microsoft tools like Power Automate, SharePoint, Power Virtual Agents, OpenAI, and Outlook.

Why You Need a Microsoft Copilot Studio Agent for Resume Screening and Matching

A single role today attracts hundreds of resumes. Even with experience and intuition, humans are prone to fatigue, bias, and inconsistency when facing a mountain of PDFs.

Hiring managers know the struggle all too well. Post a job for a Python developer, and suddenly, there are 200+ resumes flooding the inbox. Each one needs to be read, evaluated, and scored against the job requirements. It’s tedious work that eats up entire days, and frankly, it’s where good candidates often get lost in the shuffle.

What looks like a strong “maybe” candidate on Monday morning might seem like a hard pass by Friday afternoon when decision fatigue kicks in. Great candidates slip through the cracks while hiring teams burn out on repetitive tasks.

It’s in addressing these limitations that current hiring tools often stumble. Most resume evaluation solutions today offer automation. Some even use AI.

But they fall short where it matters most: understanding.

Keyword matching and generic filters are fast, but they miss context, misjudge fit, and often create more work downstream.

Our AI agent, built as a PoC using Microsoft technologies, was designed to do more than just speed things up. It was designed to think like a recruiter: context-aware, structured, and consistent.

Here’s what makes it different:

Smart Extraction and Categorization

Most resume tools just scan for keywords like skimming a page for bolded words. But this agent actually reads the resume and extracts structured details about roles, skills, and experience, so matches are based on a real understanding of the candidate’s profile, not just word overlap. This enables a more nuanced and accurate evaluation against the job description.

Context-Aware Matching

The agent understands the intent behind the job description, not just the listed skills. Using natural language processing, it maps the intent to each candidate’s background, even spotting near-matches with the potential to grow into the role. This helps surface strong, upskillable talent that keyword-based tools would miss.

Truly End-to-End Automation

Most AI resume screening tools still require some manual steps like uploading resumes, reviewing partial matches, or triggering outreach. This isn’t that. Our agent handles everything automatically: resumes sent via email are stored in SharePoint, parsed by the AI, matched against the job description, scored, and if relevant, candidates are contacted.

Built Entirely on the Microsoft Ecosystem

The agent is built using a suite of familiar Microsoft technologies like Power Automate, SharePoint, Outlook, and Azure AI. This makes it easy to adopt within companies already using Microsoft 365, with no extra infrastructure or steep learning curve. As a result, teams can quickly incorporate the agent into their existing workflows.

Scalable and Future-Ready

The roadmap includes support for multiple job roles in parallel, localization for different languages, Power BI dashboard integration for hiring analytics, and automated interview scheduling based on candidate availability. It’s built to evolve from a smart screening tool into a scalable assistant that grows with your hiring needs.

The Technology Behind the Resume AI Agent

Bitcot’s PoC solution for resume matching is an intelligent orchestration of several Microsoft technologies, showcasing how businesses can create autonomous agents with Copilot Studio to deliver a human-like understanding of candidates and roles at machine speed.

Here’s how each component plays its part:

OpenAI (Semantic Resume Understanding)

At the heart of Copilot Studio solutions like this is a natural language model designed to read between the lines, literally. Powered by OpenAI, it performs semantic parsing of both resumes and job descriptions.

Rather than relying on keyword matches, this model understands meaning and context. It knows when “built and maintained CI/CD pipelines across multiple teams” is more relevant than “exposure to CI/CD pipelines”. This nuance is critical when evaluating actual role-readiness.

The job description goes through the same semantic evaluation. Instead of treating the JD as a flat list of requirements, the AI extracts contextual priorities, such as whether a “Python Developer” should be more focused on automation or API development, then aligns this against the resumes with intent-driven matching.

Microsoft Copilot Studio (AI Agent Orchestration)

Copilot Studio acts as the central nervous system of the solution. It orchestrates data flow, decision-making, and output generation. Built entirely within this environment, the agent combines no-code workflows with advanced logic layers, enabling rapid deployment and customization for different job roles.

Most importantly, Copilot Studio allows the agent to retain contextual awareness, connecting what it understands from resumes with what hiring managers actually need.

Power Virtual Agents (Human-Like Conversation Layer)

Built within Copilot Studio, the conversational layer leverages Power Virtual Agents capabilities to deliver natural, human-like interactions for both internal teams and candidates.

• For hiring managers: it enables natural language entry of job descriptions.
• For candidates: it powers follow-up communication, interview scheduling, and status updates.

These conversational features are fully embedded within Copilot Studio, making it easy to design, manage, and scale intelligent dialogue flows as part of the overall AI agent.

Power Automate (Workflow Automation)

Power Automate handles all the behind-the-scenes automation:

• Automatically downloads resumes from emails and uploads them to SharePoint.
• Triggers resume processing once a new file appears.
• Sends notifications or candidate updates when scores meet thresholds.

This automation ensures that no resume is missed and no task is delayed. It’s the engine room that keeps everything moving.

SharePoint (Resume Repository and Integration Hub)

SharePoint is used as the central storage for all resumes. It acts as a structured, secure, and searchable document library that the AI agent queries for processing. It also integrates effortlessly with Power Automate and Copilot Studio, creating a clean data pipeline from intake to analysis.

Outlook Integration (Email Communication System)

The system connects with Outlook to handle automated communication:

• Shortlisted candidates receive emails with the next steps.
• Hiring managers are notified of new qualified candidates.
• Optionally, candidates can receive links to Loom videos introducing company culture or explaining the interview process.

This creates a humanized hiring experience, even though it’s entirely AI-driven.

Power BI (Analytics & Insights Layer)

Power BI is planned as the dashboarding layer for real-time hiring insights. It will help recruiters visualize trends such as:

• Time-to-screen
• Skill gaps across candidates
• JD match rates by department
• Pipeline bottlenecks

This will give HR leaders a data-informed edge in workforce planning and role prioritization.

How to Create Agents in Microsoft Copilot Studio to Transform the Resume Workflow

Hiring’s one of those things everyone thinks they’re good at, until the wrong person costs you six months of momentum.

Bitcot’s PoC solution follows a fully automated, end-to-end pipeline that combines intelligent orchestration, semantic AI, and low-code tools to optimize recruitment workflows.

The above Microsoft Copilot Studio agent flow powers this system, automating everything from resume intake to candidate evaluation and notification.

Below is a granular walkthrough of each stage:

1. Intelligent Resume Intake and Storage

The process begins with the intake of resumes through two primary channels: email and manual uploads. By supporting both, the system ensures all resumes, regardless of how they’re received, end up in the same place.

Email Intake

• Candidates (or agencies) send resumes to a specific hiring email address (e.g., careers@company.com), with “resume” in the subject line.
• Power Automate watches this inbox.
• When an email arrives with a resume attached (usually in .pdf or .docx), Power Automate:
  • Extracts the attachment
  • Saves the resume into a SharePoint folder assigned to that specific job role.

This means recruiters don’t need to download resumes manually from email. The system does it for them.

Manual Uploads

In some cases, an HR team member might receive resumes outside the email workflow.

They can manually upload those resumes directly into the designated SharePoint folder (using drag-and-drop or upload UI).

This gives flexibility if resumes come in through job boards, walk-ins, or internal referrals.

2. Job Description Capture and Contextual Interpretation

Once resumes are flowing into the system, the hiring manager provides the job description using a conversational interface powered by Microsoft Copilot Studio.

Instead of submitting a rigid form, the manager interacts with the agent in natural language, for example, describing the type of role, technical skills required, and any specific expectations around experience or responsibilities.

This unstructured input is then semantically processed using OpenAI’s language model. The model analyzes the JD not just as a list of bullet points, but as a narrative with implicit and explicit signals.

It understands which capabilities are non-negotiable (“must have”), which are secondary (“nice to have”), and which indicate the true intent of the role, such as whether a Python Developer should focus more on automation tools, CI/CD integration, or API development.

By extracting these contextual priorities, the agent builds a meaningful reference model that guides how resumes are evaluated in the next stage.

3. Resume Parsing and Candidate Profile Structuring

Once the JD has been interpreted, the AI agent reads and analyzes all resumes stored in the SharePoint folder.

Each resume is parsed using OpenAI’s contextual NLP engine, extracting exactly the details the manager specified, whether it’s specific technical skills, types of projects, years of experience in certain domains, or leadership responsibilities.

The result is a structured, machine-readable candidate profile. These profiles are enriched with context, such as whether a candidate “built” a system or merely “used” it, which is an essential distinction when evaluating expertise.

This profile becomes the input for the matching engine in the next step.

4. Semantic Matching

At this stage, the AI agent performs semantic alignment between the structured job description and each resume profile.

Suppose the manager specified the following job description and evaluation criteria in the previous step:

“We are looking for a Python Developer with hands-on experience in building automation solutions, REST APIs, CI/CD pipelines, and tools like Selenium and Robot Framework.

Requirements:

• 3+ years of experience

• Strong scripting skills

• Bachelor’s degree in Computer Science”

They also requested the results to be presented in a specific format, including:

• Matched Skills: Technical and domain-specific skills found in the resume that align with the JD.
• Missing Skills: Requirements mentioned in the JD that are absent or weakly represented.
• Strengths and Recommendations: Feedback based on the resume’s alignment and any areas to probe further during interviews.
• Contact Details: Essential contact information for seamless follow-up.

Now, the agent analyzes each candidate against the specified JD and criteria, and provides a comprehensive evaluation in the requested format.

The entire breakdown is presented directly in the chat, clearly organized per candidate, with a clickable resume link to view the original PDF. This allows recruiters to make fast, informed shortlisting decisions without switching tools or losing context.

5. Automated Candidate Engagement and Communication

From here, the agent initiates a follow-up workflow using Microsoft Outlook integration.

Power Automate generates a personalized email to each shortlisted candidate, informing them of their progress and requesting their availability for the next round of interviews.

The content is dynamically personalized using fields extracted from the resume and the job role. These emails can also include additional engagement elements such as a Loom video link that introduces the hiring manager, walks through the interview process, or showcases company culture.

This not only keeps candidates informed but also improves brand perception and candidate experience.

Benefits of Using Microsoft Copilot Studio Autonomous Agents to Identify Top Talent

Recruiters spend an average of 23 hours per hire screening resumes and shortlisting candidates for interviews, according to an article by Forbes. It’s no wonder that nearly 40% of their time goes into manual resume sorting or ATS data entry.

Even worse, a report by Harvard Business School found that 88% of employers believe highly qualified candidates are filtered out simply because their resumes don’t match the job description exactly.

You deploy this AI agent, and your hiring transforms overnight.

This is not a gimmick. This is how the best companies are already outpacing their competition. They create custom Copilot agent solutions with Copilot Studio to gain an edge in decision-making.

Here’s what makes their hiring processes so effective:

You don’t lose great candidates to noise

Most systems reject people because they didn’t phrase things “correctly.” This AI agent reads like a human would, but with zero fatigue. It finds the right people even if their resume isn’t perfect. That alone makes it better than most humans.

You use speed as your leverage

If you can cut weeks of screening down to days or hours, you win. You get to the right candidates faster, and that means less time with critical roles unfilled. Speed alone changes the hiring game because the best talent doesn’t wait around.

Your best applicants don’t sit in an inbox

The moment a high-fit resume arrives, the AI agent scores it, qualifies it, and triggers outreach. Not tomorrow. Now. Before competitors even open the same email. That’s how your team stays ahead and never misses out on the best candidates.

Your team spends zero time on grunt work

They don’t need to read 100 resumes or schedule 20 calls. What’s left? Actual recruiting. They’re now choosing from the top 5%, already vetted and engaged, to run interviews, assess culture fit, and extend offers with confidence and clarity.

You build a stronger employer brand

Fast, personalized outreach and clear communication make candidates feel genuinely seen and valued. That means better engagement, higher acceptance rates, and a stronger reputation that attracts top talent, not just now, but long term.

Final Thoughts

There is something oddly medieval about the way we hire.

Using basic solutions to screen and match resumes in 2025 is like using a typewriter to write a novel. It’s technically possible, but there are much better tools available.

With today’s technology, we can build hiring agents in Copilot Studio that actually understand people. Agents that deeply understand the context and nuances of a candidate’s experience, skills, and potential.

That’s not a better ATS. That’s a better way to hire.

We’ve been building these systems at Bitcot for the past year, and honestly, it’s been eye-opening. Our clients used to spend weeks just getting through the initial resume pile. Now they’re making better hires in half the time.

They tell us that these agents pick up on things that get lost in traditional screening. Like when someone switched industries but has the exact problem-solving experience they need. Or when their project descriptions reveal skills that aren’t listed in their summary.

Think about how many perfect candidates you’ve probably passed over because they didn’t use the right keywords. And how much time your team wastes sorting through resumes that look good on paper but miss the mark entirely.

Let Bitcot customize this PoC solution for you. We’ll help you quickly create custom agents in Microsoft Copilot Studio and show you exactly what you’ve been missing.

Get in touch with our team.

This was a mid‑sized manufacturing company in Ohio, a place that should have been running like a 21st‑century operation. But in reality, their finance team had grown tired of spending entire days doing what felt like glorified data entry.

The breaking point came when an error created a discrepancy that took days to find.

In the initial meeting with Bitcot, the company’s CFO stated the obvious: “My people are smart, capable professionals who are spending their days doing work a computer should handle. We need a better way.”

This is where a lot of organizations are. We’ve seen countless businesses struggle with the same recurring problem: manual invoice processing that eats up time and frustrates finance teams.

To explore a better way, we recently put together a working proof of concept. It’s a small but powerful example of just how much smoother things could run with a modern approach.

In this article, we’ll walk you through a fully automated invoice processing solution built with Microsoft Copilot Studio. This PoC showcases how an AI agent can extract invoice data from email attachments and store it for easy, intelligent querying.

The Challenges of Manual Invoice Processing

Invoices have long been an error‑prone process holding businesses back.

Walk into any finance department and you’ll find smart people spending hours copying numbers from PDFs into spreadsheets. It’s wasteful, it’s boring, and it leads to mistakes that cascade through entire financial systems.

That’s why a lot of businesses are starting to create autonomous agents with Copilot Studio to reduce the risk of human error entirely.

Here’s what was happening at this company in Ohio (and probably at yours, too): Every day, invoices would arrive via email. Someone would open each email, download the PDF attachment, squint at it on their screen, then manually type vendor names, invoice numbers, line items, and amounts into a spreadsheet.

The problems were obvious:

• Typos everywhere (try typing “Anderson & McPherson Industrial Supplies LLC” correctly every time)
• Missing line items when invoices ran to multiple pages
• Inconsistent vendor names (was it “ABC Corp” or “ABC Corporation”?)
• Hours of mind-numbing work that nobody wanted to do

Many of our clients come to us with similar pain points. Their finance teams are drowning in email attachments, manually extracting data from PDF invoices, and spending hours entering information into spreadsheets or accounting systems.

One client told us their AP team was processing over 300 invoices monthly, with each invoice taking 8-12 minutes of manual work. That’s nearly 50 hours of repetitive data entry every month.

The bigger issue wasn’t just time. It was accuracy. Manual errors cascade through financial reporting and create headaches during month-end reconciliations.

Why Bitcot’s PoC Solution Enables Smarter Invoice Handling

It doesn’t have to be this way.

Today, innovations like Microsoft Copilot Studio, Power Automate, GPT, and Dataverse can transform how we work, making invoice processing seamless, intelligent, and instantly actionable.

The obvious question is: why are we still doing this manually? The technology to automate invoice processing completely already exists. Not just improve it, but automate it entirely.

Reading text from documents? AI is better at that than humans. Extracting structured data? AI doesn’t make typos. Storing information consistently? AI doesn’t have bad days.

But here’s what’s interesting: the tools to build this automation aren’t expensive or complicated. Agents in Copilot Studio can understand documents. Power Automate can orchestrate workflows. GPT can extract structured data from unstructured text. Dataverse can store everything in a way that makes it instantly queryable.

These tools already exist, they work well together, and most companies already have access to them.

The challenge isn’t the technology itself. It’s connecting the pieces, making them work reliably, and applying them to a real-world process that delivers value from day one.

That’s where we decided to focus.

Our PoC solution automates the entire process of handling invoice emails received at a designated mailbox, extracting data, storing it, and making it available for intelligent queries.

More than efficiency, our Microsoft Copilot Studio agent flow delivers clarity. By converting invoices into structured data that can be acted upon instantly, businesses save time, reduce operational risk, and gain a more complete picture of their financial landscape.

It’s a shift from viewing invoices as a cost of doing business to seeing them as a source of insights. It’s an engine for better decisions, stronger relationships with vendors, and a foundation for growth. In a world where every minute and every data point counts, this is how modern teams create a competitive edge.

Consider Dow Chemicals, a global enterprise that processes up to 4,000 daily shipments and more than 100,000 PDF invoices annually. According to a case study published on Microsoft’s official website, Dow used a custom Microsoft Copilot Studio agent to structure unorganized invoice data, flag billing anomalies, and uncover costly discrepancies, all within just a few weeks.

In a pilot involving over 43,000 invoices, the system surfaced significant overpayments and is projected to save millions of dollars in its first year alone.

If automation can deliver those results at Dow’s scale, imagine what it could do for your finance team.

How to Create Agents in Microsoft Copilot Studio to Transform the Invoice Workflow

Reading invoices, understanding their context, and making decisions about vendor relationships and spend is now simple and efficient.

Your inbox fills with invoices, and suddenly there’s an “AI agent” (because everything is an agent now) ready to handle it all.

An email arrives, and instead of someone downloading files and re‑keying data, the system does it for you. It captures the invoice, reads it, and pulls out the essentials, then stores it all in a structured database. No one has to open files or type in data.

But what does it mean for software to understand an invoice? It means pattern recognition, data extraction, and the transformation of commercial relationships into structured, actionable data. Invoice numbers, dates, totals, vendor info, and all the messy human context of “why did we buy this?” and “is this vendor reliable?” get flattened into searchable fields.

The end result is telling: you can now ask your computer, “What is the total of invoice INV-1023?” in plain English and get an instant, accurate answer.

We’ve built an elaborate technical infrastructure so we can… ask questions about our own records.

Let’s walk through the whole process of automating invoice handling using Microsoft Copilot Studio autonomous agents.

1. Email Trigger & Attachment Handling

The process begins when an email arrives at a specific address (e.g., invoices@company.com) that matches a predefined subject line (e.g., “New Invoice Received”).

The AI agent is triggered automatically. It scans the email and extracts all attached invoices (typically PDFs) and saves them to a SharePoint Document Library, organized by date or vendor name for easy access and traceability.

2. Invoice Parsing and Data Extraction

After that, Power Automate takes over for invoice processing. It captures the invoices, then uses GPT / AI Builder to recognize the text in the document. The raw text is then passed to a GPT‑based prompt, which interprets and labels the relevant details like:

• Invoice Header Details
  • Invoice Number
  • Invoice Date
  • Total Invoice Amount

• Vendor Details
  • Vendor Name
  • Vendor Address

• Line-Item Details
  • Item Description
  • Quantity
  • Unit Price

3. Structured Data Storage in Dataverse

After the details are extracted, an approval mechanism ensures the information is accurate. Once approved, the data is parsed into JSON format for structure and then stored in Microsoft Dataverse across two relational tables:

• Invoice Table: Captures general invoice information (invoice number, date, total amount, vendor details).
• Invoice Items Table: Captures line-item details for each invoice and links them back to the parent invoice record.

These tables also serve as a knowledge base for the Copilot.

4. Intelligent Query Capabilities

We’ve configured the Copilot with instructions that enable it to respond to natural language questions. With the data structured and stored in Dataverse, authorized users can ask questions about invoices in plain language, and the AI agent will provide accurate, relevant answers.

For example:

• “What is the total amount of invoice INV-1023? – Returns the exact amount extracted and stored in Dataverse.
• “Show me all items in invoice INV-2025” – Displays a list of item descriptions, quantities, and prices.
• “Which vendor sent invoice INV-5001?” – Returns the vendor’s name and address.
• “List all invoices received last week” – Filters records based on the invoice date and displays relevant entries.
• “Show invoices over ₹1,00,000 received this month” – Provides a list of high-value invoices filtered by date and amount.

Making Invoice Queries as Simple as a Conversation

Before this approach, we implemented a more traditional solution for one of our clients using Power Automate and GPT (as outlined in our earlier article).

It automated extracting invoice data, organizing files in SharePoint, and updating spreadsheets, drastically reducing manual effort. But it lacked the interactive, natural‑language query experience that the new AI agent and Dataverse now enable, making this shift a true step change in how businesses work with their data.

That manufacturing client? Three weeks after going live with a custom solution similar to our PoC, the CFO met with our team again. But this time, his mind was blown away.

“I just asked the system, ‘Show me all invoices from Mercer Supply last month,’ and it gave me the answer in three seconds,” he said. “My team used to spend 20 minutes digging through files for that same information.”

With this new invoice AI agent, questions that used to require manual searches or complex database queries now get answers instantly using plain, natural language.

• “Show me everything we bought from Chennai suppliers in March.”
• “Which vendor sent the highest-value invoice this month?”
• “List all invoices over ₹1,00,000 from the past quarter”

The AI agent understands these requests and returns accurate information instantly.

The point isn’t just speed. It’s empowerment. It’s making information available when it’s needed, in the moment, so teams can focus on decisions, not data gathering.

That’s the future we’re building for every business: making AI not a tool, but a partner.

An Alternative Approach Using n8n for Budget-Conscious Clients

Not every company needs the full Microsoft ecosystem investment. For smaller operations or companies wanting to test the waters, we also built a more cost-effective PoC solution using n8n (an open-source automation tool).

What It Does

This workflow captures invoices and line‑item details from email and stores them reliably in Google Sheets, making it ideal for smaller teams or departments that want to save time and reduce manual effort:

Email Capture: n8n monitors the company’s dedicated inbox and automatically captures relevant emails as soon as they arrive.

Attachment Parsing: Integrated parsers, combined with AI services where needed, extract critical information from PDFs and attachments.

Data Storage: All extracted information is organized into two structured sheets:

• An invoice‑level sheet with high‑level details (invoice number, vendor, total, date).
• An item‑level sheet with line‑by‑line data (product names, quantities, pricing).

The Benefits

While simpler and cheaper than Copilot Studio solutions, the n8n workflow still delivers significant automation benefits and works particularly well for smaller operations or companies testing automation before scaling up.

With this approach, you get a workflow that is:

• Easy to Maintain: Simple to adjust or extend as your needs evolve, with no complex coding required.
• Transparent & Auditable: Every piece of data lives in a shared, easy‑to‑understand format (Google Sheets), making it straightforward for anyone to review and validate.
• Cost‑Effective: Perfect for smaller teams or departments that want the benefits of automation, without the overhead or price tag of a fully custom solution.

Final Thoughts

Running a 2025 business with 1995 processes is a surefire way to lose ground to competitors who aren’t afraid to evolve.

This is the shift we’re seeing across industries: moving repetitive, error‑prone work to software, and letting people focus on the things only people can do. That’s how you build a better company.

Whether leveraging Microsoft’s enterprise ecosystem or the flexibility of n8n, the result is the same:

• Faster invoice handling
• Reduced manual errors
• Centralized storage
• Real‑time query and reporting capabilities

Bitcot has implemented similar solutions across various sectors like retail chains processing hundreds of supplier invoices monthly, service companies managing project-based billing, and distributors handling complex multi-line item invoices from dozens of vendors.

The common thread across all implementations is dramatic time savings coupled with improved accuracy. Most clients see full return on investment within 4-6 months purely from labor cost reductions, with ongoing benefits including better cash flow visibility and more strategic financial management.

Ready to create custom agents in Microsoft Copilot Studio?

As a reputed AI agent development company, our team has helped countless businesses create custom Copilot agent solutions with Copilot Studio to take the pain out of repetitive work.

Let’s talk about how we can customize our PoC solution for your specific needs and integrate it seamlessly with your existing financial systems.

In a recent project, we were tasked with transforming a client’s static Power BI reports, provided at regional, district, and market levels, into a dynamic, mobile-friendly, and role-based solution integrated with Power Apps.

The goal: deliver a seamless data visualization experience that supports informed decision-making at every organizational level.

This blog post walks through the initial limitations of the provided reports, the challenges we faced, and the robust solutions we implemented to enhance usability, accessibility, and scalability.

Initial State: Why Traditional Power BI Reports Fall Short for Modern Enterprises

The client supplied three separate Power BI (.pbix) reports, including regional, district, and market, each spanning multiple pages.

However, the reports had several critical shortcomings:

• Basic Visuals: The charts and visuals were rudimentary, offering limited interactivity and aesthetic appeal.
• No Mobile Optimization: Reports were built strictly for desktop, rendering them ineffective on mobile devices.
• Lack of Integration: Users had to manually open multiple files to view different reports, with no unified access point.
• No Role-Based Access: All users had unrestricted access to all reports, regardless of their role or location.
• Static Navigation: There was no mechanism for dynamic report filtering or navigating based on user roles or hierarchy.

These issues severely limited the effectiveness of the reports, particularly for users needing fast, relevant data on the go.

Key Challenges in Power BI and Power Apps Integration

Transforming the existing reports into a unified, interactive, and mobile-ready system posed several challenges:

• Visual Redesign: Creating modern, interactive dashboards while preserving clarity and usability.
• Mobile Responsiveness: Optimizing reports for both desktop and mobile devices with consistent performance.
• Power Apps Integration: Embedding reports within a Power Apps interface with smooth, dynamic navigation.
• Role-Based Access: Enforcing role-based data access across multiple user types.
• Hierarchical Navigation: Enabling users at higher levels to view reports from lower tiers without compromising security.
• Device-Aware Logic: Adapting report display based on device screen size using conditional logic.

How We Transformed Power BI Dashboards into Scalable, Role-Based Tools

To meet the client’s requirements, we implemented a suite of enhancements across Power BI and Power Apps:

1. Enhanced Power BI Visuals

• Modern UI: We redesigned all visuals using advanced charts, slicers, and drill-throughs to improve data interaction.
• Unified Branding: Applied consistent themes across all reports for a professional and cohesive look.
• Responsive Layout: Set the layout to Fit to Width for better adaptation across screen sizes.

2. Mobile Layout Optimization

• Mobile Layouts: Built dedicated mobile views for each report page, ensuring usability on phones and tablets.
• Narrow-Width Versions: Created custom narrow-width report formats to enhance clarity on smaller devices.

3. Power Apps Canvas App Integration

• Centralized Access: Developed a Canvas App as a one-stop hub for accessing all reports.
• Menu Navigation: Introduced intuitive menu-based navigation for seamless movement between pages.
• Hierarchical Dropdown: Enabled drill-down navigation from regional to district to market levels.

4. Role-Based Access via Model-Driven App

• User Role Management: Used a Model-Driven App to manage user roles and associated regions or districts.
• Dynamic Report Filtering: Configured the Canvas App to display only the relevant reports based on user role.
• Controlled Access: Allowed users to view only their level’s reports, with hierarchical drill-down for higher-level roles.

5. Responsive Design with Conditional Logic

• Device Detection: Implemented logic in Power Apps to detect screen dimensions and display the correct report layout.
• Consistent Experience: Maintained visual and functional consistency across both mobile and desktop platforms.

Business Outcomes of a Unified Power BI and Power Apps Strategy

The result was a powerful, flexible, and secure reporting system that delivered measurable benefits:

• Improved User Experience: Visually rich and interactive dashboards optimized for any device.
• Streamlined Navigation: Centralized access via the Canvas App reduced the time needed to find relevant insights.
• Enhanced Security: Role-based access control ensured that users only viewed data pertinent to their responsibilities.
• Cross-Device Support: Reports adapted seamlessly to any screen size, preserving clarity and interactivity.
• Scalability: The structure allowed for easy onboarding of new users, roles, or organizational units.

Final Thoughts

This project showcased how combining the analytical power of Power BI with the flexibility of Power Apps can revolutionize enterprise reporting. By addressing usability, security, and accessibility, we transformed static reports into a dynamic, responsive, and role-based data experience.

This solution not only elevated the client’s reporting capabilities but also laid the foundation for scalable, real-time insights across the organization.

If you’re looking to enhance your data environment, consider the powerful synergy between Power BI and Power Apps.

At Bitcot, we specialize in building tailored, intelligent solutions that turn your data into actionable insights. Let’s collaborate to streamline your reporting, empower your teams, and unlock the full potential of your business intelligence stack.

Contact our team today to start your data transformation journey.