Case Study · Government
A bilingual AI agent that routes employees to the right IT form
Canadian federal government department · Form Recommendation agent · In development
At a glance
Client snapshot
The challenge
Employees at a Canadian federal government department navigate a large catalogue of IT request forms covering apps, accounts, software, equipment and technical support. Similar forms and overlapping terminology can make finding and selecting the correct form confusing and difficult.
The story
01 · Where they started
A large catalogue of look-alike forms
Employees navigate a large catalogue of IT request forms covering apps, accounts, software, equipment and technical support. Many of the forms look alike and use overlapping terminology.
02 · What was at stake
The wrong form means the wrong queue
Finding the correct form is confusing and difficult. Picking the wrong one adds effort for employees and sends requests to the wrong place.
03 · What Taiga AI is building
A bilingual agent that understands the request
Taiga AI is developing a bilingual Form Recommendation Copilot agent. Using semantic matching and intelligent routing, it identifies what the employee needs, evaluates potential matches and retrieves authoritative form information. When a request is ambiguous, built-in structured clarification asks the right follow-up question instead of guessing.
04 · What's changing
A simpler front door to IT services
Employees describe what they need in plain language and get the right form. The result is an emerging AI-assisted front door to IT and HR services, with integrated feedback and routing results supporting ongoing evaluation and improvement.
Designed to deliver
A simpler, more consistent way to navigate IT services.
Fewer wrong forms selected and fewer requests sent to the wrong queue.
Integrated feedback and routing results support ongoing evaluation and improvement.
Microsoft Copilot Studio
Power Automate
SharePoint