Inside Microsoft’s Employee Self-Service agent: Lessons in designing and scaling AI agents
About this Insider Insights
Generative AI has progressed beyond proof‑of‑concept in employee service delivery. But moving from a prototype to a trusted, high‑ROI agent on which thousands of employees rely every day is a very different challenge.
In this Insider Insight, Kyle von Haden, Principal Group Product Manager at Microsoft and Product Lead for the Employee Self‑Service (ESS) agent, will share how Microsoft is rethinking employee experiences through generative AI – and what it takes to do this well at enterprise scale.
Using the ESS agent as a focal point, Kyle will walk through the agent lifecycle end to end, including how teams plan use cases, create agents, evaluate quality, tune performance, deploy responsibly and analyse outcomes. The session will include demos and real‑world case studies, showing the ESS agent in action.
The discussion will also explore how Microsoft is enabling a broad set of employee service delivery stakeholders – technical and non‑technical – across HR, IT, facilities, finance and beyond, to collaborate effectively and build the skills needed to support AI‑powered employee experiences. The session will close with a forward‑looking view on what’s next for ESS and the wider employee experience category.
Who should attend?
- Digital workplace, EX and intranet leaders shaping AI‑enabled employee experiences.
- HR, IT and operations teams involved in employee service delivery.
- Anyone responsible for designing, deploying or governing employee‑facing AI agents.
Why you should attend
- Understand where generative AI is creating measurable value in employee service delivery.
- Learn the end‑to‑end lifecycle required to design, deploy and scale employee‑facing agents.
- Take away practical patterns for building agents that earn employee trust.
Event Details:
Date: Thursday, July 23, 2026
Time: For one hour from 08:00 PDT / 11:00 EDT / 16:00 BST / 17:00 CEST
Venue: Online
This event is for members only.
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