Intelligent Request Management: Agentic AI Powering Compliance at Scale
An Australian university operates within a highly regulated environment, managing complex legal, privacy, and records management obligations across a large and diverse organisational footprint. The University’s legal and compliance function is responsible for handling a high volume of external information and records requests from law enforcement agencies, courts, legal representatives, and government bodies. These requests are governed by strict legislative timeframes, confidentiality requirements, and evidentiary standards.
The Challenge
The University managed external requests through a fragmented and largely manual process, resulting in increasing operational and compliance risk as request volumes grew.
Key challenges included:
Fragmented intake channels
Requests were received via email, phone, and internal systems with no consistent process for classification or routing.
Manual document discovery
Identifying relevant records across the University’s Content Manager estate required time-intensive manual searches.
Limited auditability
Tracking request status, approvals, and disclosure history required manual effort and lacked a consistent audit trail.
Compliance risk exposure
Without request validation and approval checkpoints, there was a material risk of inadvertent disclosure or missed obligations.
Rising volume and complexity
Increasing numbers of requests, each subject to different legislative and procedural requirements, placed strain on the team and reduced scalability.
The University required a solution that would introduce intelligent automation and governance controls, while leveraging existing platforms and avoiding large-scale system changes.
The Approach
Informotion undertook a focused discovery phase to understand the full end-to-end lifecycle of external requests, including:
-
- Request types and associated legislative obligations
- Approval hierarchies and decision points
- Document handling and response protocols
A greenfield deployment approach was selected, enabling the solution to manage all new requests from go-live without requiring migration of historical data. This removed implementation complexity and accelerated delivery.
The project prioritised out-of-the-box Microsoft Power Platform capabilities, ensuring a cost-effective, scalable solution aligned to The University’s existing technology stack.
The Solution
A purpose-built intelligent request management platform was designed and implemented, integrating Microsoft Power Platform and Copilot AI with The University’s existing records management system.
Intelligent Intake and Triage
A unified Power App replaced fragmented intake channels, providing a consistent entry point for all requests. AI-driven classification identifies the request type, automated routing directs requests to the appropriate team, and scope validation prompts are generated dynamically.
Agentic Document Discovery
Copilot-powered agents were deployed to search The University’s records management system in real time: relevant documents are surfaced based on request context, manual search effort is significantly reduced, and discovery processes shift from hours to minutes.
Governed Approval and Workflow
Power Automate orchestrates a structured, end-to-end workflow: embedded scope validation and approval checkpoints, professional privilege and risk assessments, and full traceability of decisions and actions.
Secure Release and Audit
A controlled release mechanism ensures compliance prior to disclosure: documents are only released once all approvals are complete, a complete audit trail is automatically captured, and end-to-end visibility is maintained from intake to release.
The Outcomes
The University achieved a step-change in efficiency, control, and compliance assurance:
Automated intake and triage
Requests are consistently classified and routed without manual intervention
AI-powered document discovery
Relevant records are identified rapidly, reducing manual effort
End-to-end auditability
Every request and decision is recorded and accessible for compliance reporting
Governed compliance processes
Scope validation and approval checkpoints are enforced systematically
Rapid delivery
A production-ready solution was deployed in just seven weeks
Scalable foundation
The platform can be extended to support additional request types and evolving regulatory requirements
About Informotion
Informotion is a Microsoft Cloud and AI Solutions Partner, specialising in information governance, records management, and compliance transformation.
We help organisations in regulated industries modernise operations through Microsoft Power Platform, Copilot, and Azure—combining deep governance expertise with intelligent automation.
