LTM transforms HR with Microsoft Copilot Studio

Business challenges

Supporting a workforce of nearly 87,000 employees across 40 countries required HR assistance that was fast, reliable, and consistent. LTM’s existing virtual assistant had become difficult to update, and even small enhancements required significant engineering effort. This created delays, limited accuracy improvements, and led to a fragmented employee experience.

As HR services expanded and employee expectations increased, the limitations of the legacy solution became more visible. LTM needed a modern and flexible foundation that could simplify operations, reduce manual work, and support rapid iteration. The company also wanted a solution that could scale effortlessly across its global workforce while delivering dependable, high‑quality HR support in every interaction.

Solution

RAIma is a Copilot Studio agent that serves as a super agent that orchestrates the HR experience for LTM’s employees across the full hire to retire lifecycle. It answers candidate questions during the attract and acquire phase and provides pre‑boarding clarity. It then guides new hires through onboarding by scheduling induction activities and connecting them with the right people across the organization, such as buddies, mentors and HR partners.

RAIma supports employees at every stage of their journey such as helping them set goals, access learning, request feedback, and manage performance.

RAIma supports employees at every stage of their journey such as helping them set goals, access learning, request feedback, and manage performance. It also provides policy guidance, offers career insights to support retention and guides employees thorugh offboarding. Throughout the journey, it enables employees to complete HR tasks such as policy queries, leave management and ticket creation through a unified conversational experience in Microsoft Teams or Microsoft 365 Copilot

Key benefits

RAIma supports more than 78,000 monthly active users, improves response accuracy compared to the previous HR assistant, reduces engineering complexity and maintenance overhead, and establishes a foundation for future multi‑agent HR capabilities. Key benefits include:

LTM also successfully filed a patent with the Indian Patent Office for its approach: Method and system for providing coordinated contextaware compliant services across an employee lifecycle.

Architecture

RAIma uses a multi‑agent architecture centered on a primary orchestrator agent that coordinates with specialized connected agents and external systems. The design enables modularity, scalability, and easier maintenance. 

User-facing experience:

• Microsoft Teams for employee interaction with the agent
• Microsoft 365 Copilot for agent access within Microsoft 365 applications
• LTM Enterprise Portal for employee interaction with the agent within the portal
• Adaptive Cards for structured, guided workflows

Knowledge sources:

• ServiceNow via the ServiceNow Knowledge Copilot connector for HR Policies and FAQs

External integrations:

• Custom Connectors provide access to external systems, enabling tasks like ticket creation and retrieval of HR and learning management data.

Connected agents:

• Quality Management System (QMS)
• Workplace Admin
• Knowledge Hub (KHub)
• Crisis Management

Notifications and advanced analytics:

• Azure Application Insights for usage analytics and performance monitoring
• Power Automate cloud flows for proactive notifications in Teams

Key features

RAIma streamlines HR interactions by enabling employees to complete key HR processes though a conversational interface, including:

1.  Unified Employee Experience Hub

• Provides a single conversational interface for employees to access HR, IT, workplace, learning, payroll, leave, benefits, and policy services.

• Integrates multiple enterprise systems, reducing navigation effort and improving self-service adoption.

  
  
  

  

2. Employee Self-Service & Transaction Automation

• Enables employees to apply for leave, download payslips and letters, book workspaces, raise HR and IT requests, track incidents, manage attendance, access visa and immigration information, and complete routine transactions directly through RAIma.

• Automates approvals, cancellations, modifications, and service request workflows.

  

   

3. AI-Powered Knowledge & Query Resolution

• Answers employee questions across HR policies, benefits, leave, payroll, onboarding, separation, learning, performance, insurance, compliance, and workplace services.

• Continuously learns from HR service desk interactions and employee documentation to improve response accuracy.

   

4. Personalized Employee Insights

• Provides personalized information such as reporting structure, manager details, people partner information, project details, work experience, joining date, base location, organizational hierarchy, and leave balances.

5. Manager & Leader Enablement

• Delivers team-level insights on attendance, leave, persona adherence, goal-setting progress, workforce demographics, and organizational structure.

• Supports managers with approval workflows and people-related decision support.

  

6. Predictive Nudges & Intelligent Reminders

• Proactively drives compliance and employee actions through contextual nudges for timesheets, attendance regularization, mandatory learning, goal setting, benefits enrollment, leave planning, holiday configuration, persona adherence, and performance activities.

7. Workforce Analytics & Leadership Dashboards

• Provides real-time analytics and dashboards for Persona & Attendance adherence, P&A progress tracking, workforce trends, and compliance monitoring across business units, service lines, and locations.

8. Learning & Growth Support

• Integrates learning ecosystems to provide learning summaries, training recommendations, AI literacy programs, certification support, and approval workflows.

Implementation approach 

The implementation began with a clear recognition of fragmented HR systems and the growing need for personalization, speed and simplified employee journeys. Cross‑functional teams ran design‑thinking workshops to uncover pain points across onboarding, performance, learning, policies and engagement. Early prototypes were built and tested to validate usability, sentiment accuracy and workflow orchestration, with continuous feedback shaping RAIma’s persona, tone and interaction patterns.

To ensure quality and compliance, the team combined Copilot Studio’s built‑in evaluation tools with a custom testing framework that validated accuracy, safety and policy alignment. Four additional agents were developed as standalone assistants, while RAIma now unifies the experience by serving as the single entry point. Each of the four agents uses SharePoint as its knowledge source.

RAIma uses generative orchestration, allowing the LLM to interpret user intent and determine which tools, topics, and knowledge sources to invoke. Core capabilities are modularized into dedicated topics covering leave management, ServiceNow ticketing, learning management, and timesheet management. 

The agent’s general instructions define its role and purpose, outline query‑routing logic, and specify citation rules, exclusion rules, and response‑generation guidelines. This structure ensures consistent behavior across scenarios and provides a scalable foundation for adding new HR workflows over time.

RAIma includes embedded personalization, adapting to role, location, skill gaps, and behaviour. This includes:

• Personalized learning paths based on career goals and competencies 
• Policy responses based on geography and grade  
• Performance nudges aligned to goal cycles 
• Sentiment-aware engagement prompts 

The team improved the user experience by replacing generic errors with custom messages. They implemented consistent error handling across all topics so users receive clear guidance whenever something goes wrong.

To monitor performance and adoption, the team uses Azure Application Insights for advanced analytics, capturing telemetry on usage patterns, agent performance, and user behavior.

LTM follows a structured Application Lifecycle Management(ALM) practice with development, test and production environments. Deployments were initially performed manually, but the team is now exploring pipelines to streamline and automate the process.

Looking ahead

LTM plans to expand RAIma with additional HR workflows, enhanced functionality, and integration with a centralized employee landing site.

RAIma shows how LTM is embedding AI across core business functions and moving toward a scalable, AI‑driven innovation model that accelerates delivery and drives value for thousands of employees.

Related information

• Quickstart: Create and deploy an agent
• Using Adaptive Cards in Copilot Studio
• Microsoft Copilot Studio guidance documentation
• Connect and configure an agent for Teams and Microsoft 365
• Configure suggested prompts for Teams and Microsoft 365
• ServiceNow Knowledge Copilot connector overview
• Apply generative orchestration capabilities
• Automate testing with agent evaluation
• Capture telemetry with Application Insights