How do security and productivity improve when employees without coding experience can build their own AI agents? This customer story shows how HealthEquity reduced operational friction, maintained compliance standards, and improved productivity and efficiency by empowering employees to create their own custom agents with Microsoft 365 Copilot. With security, legal, and compliance standards embedded into Copilot tools and agents, employees created custom agents to address specific workflow challenges and needs. Get the story to learn from HealthEquity's experience.
How is HealthEquity using Microsoft 365 Copilot and AI agents?
HealthEquity is using Microsoft 365 Copilot as a central AI interaction layer across the organization, embedding AI directly into everyday workflows rather than treating it as a separate tool.
They started with high‑volume, time‑consuming work that slows teams down, such as:
- Summarizing large amounts of information
- Accelerating planning and preparation
- Analyzing and improving content
- Drafting and refining product user stories
- Supporting marketing content that must align with legal and compliance guidance
On top of Copilot, employees are building custom AI agents that:
- Help teams work across silos and reduce handoffs
- Connect work end to end, from draft to decision
- Support members during critical, time‑sensitive healthcare and financial moments
This approach helps HealthEquity reduce operational friction while still maintaining trust, compliance, and quality in how they support millions of members with healthcare and financial decisions.
What impact has AI had on productivity and cycle times?
HealthEquity is seeing tangible, measurable impact from Microsoft 365 Copilot and AI agents across multiple areas of the business.
Key outcomes include:
- Faster processes: Key activities that previously took days are now completed in minutes in some cases.
- Shorter review cycles: Marketing teams use AI agents trained on legal guidance to cut compliance review cycles from days to minutes.
- Time savings for teams: Teams report saving hours each week on planning, preparation, and content work.
- Quicker data analysis: Data teams complete analysis in a fraction of the time compared to previous methods.
- Faster member issue resolution: Some member issues that once took weeks can now, in specific cases, be resolved in minutes.
These gains translate into more responsive support during high‑stress healthcare and financial moments, while still operating within strong security, legal, and compliance guardrails.
How did HealthEquity drive AI adoption across the workforce?
HealthEquity treated AI as a broad capability shift, not just a technology rollout, and focused on enablement, ownership, and guardrails.
1. Focused enablement and training
- In six months, Copilot usage grew from about 50,000 to more than 220,000 monthly actions—over a fourfold increase.
- More than 2,000 employees, representing over 80% of the workforce, completed foundational Copilot training.
- Hundreds of employees went on to design and deploy custom AI agents to solve real day‑to‑day problems.
2. Empowering non‑technical employees
- Employees with no coding background can now design, develop, test, and deploy solutions using Copilot.
- This shifts people from task execution to solution creation—“from business owner to maker,” as HealthEquity’s Head of AI Technology Innovation describes it.
- More than three‑quarters of employees say they understand how AI applies to their role, and over 80% are open to using AI in daily work.
3. Built‑in guardrails for responsible AI
- Security, legal, and compliance standards are embedded directly into tools and agents.
- AI outputs remain subject to appropriate human oversight.
- This combination allows teams to move faster while maintaining the trust and quality that members expect.
Together, these steps help HealthEquity reimagine how work gets done—teams collaborate more seamlessly, work flows across silos, and employees own outcomes end to end, all within a secure and compliant AI framework.
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