Guiding Ethical Reporting with an AI-Powered Assistant for the Largest Telco Operator

About the Customer

The largest telco operator in Africa, with operations spanning over 20 countries, needed a smarter, more transparent way to guide employees and stakeholders in reporting workplace misconduct. With an expanding global footprint, the company required a solution that prioritized confidentiality, routing accuracy, and operational scale.

The Opportunity

As part of a broader governance and compliance modernization initiative, the telco operator identified gaps in how misconduct was being reported and triaged. The lack of a unified entry point created confusion among users and inefficiencies within HR, ethics, and forensic teams.

Key challenges included:

• No structured routing logic, causing misdirected reports and rework
• Low user confidence due to unclear anonymity and anti-retaliation guidelines
• Manual triage effort, slowing down resolution and increasing inconsistency
• No centralized intake system with lifecycle tracking or governance alignment
• Need for role-based case visibility to protect sensitive information and streamline access

The company partnered with Ekfrazo to design an AI-powered assistant that could guide employees through a secure reporting process while enabling accurate, confidential, and auditable triage.

The Approach

Using Microsoft Copilot Studio, Ekfrazo developed a guided reporting assistant backed by Power Automate and Power Apps – designed to improve intake consistency and reduce compliance risk. The assistant followed a structured decision framework to classify cases and route them to HR, Forensic Services, or Ethics.

Key features and components included:

• AI-Powered Guided Workflow
  Step-by-step conversational logic that asks relevant questions and directs concerns to the correct function.
• Consent & Confidentiality Reinforcement
  Required user consent before proceeding, with clear communication of anonymity protections.
• Rule-Based Routing Logic
  Applied the organization’s internal framework to differentiate HR concerns from investigation-worthy reports or ethics queries.
• Secure Orchestration with Power Automate
  Automated incident creation, notifications, and workflow assignments within Dataverse, reducing handling delays.
• Role-Based Case Management
  Power Apps provided HR, ethics, and forensic teams with a unified dashboard to track, assign, and close cases securely.
  

The Impact

The AI-powered assistant quickly became a trusted channel for reporting workplace concerns – bringing structure, clarity, and speed to a process that had previously been inconsistent and difficult to navigate. By guiding users through a decision-tree workflow, it ensured cases were routed correctly the first time, significantly reducing delays and manual handoffs. Employees across regions received a consistent, transparent experience that reinforced anonymity and whistleblower protection, helping build trust in the system. At the same time, the assistant laid a scalable foundation for secure incident tracking and future analytics – turning what could have been a simple reporting tool into a strategic enabler of a stronger, more accessible ethics culture at enterprise scale.