What was the impact of the AI solution?

Microsoft says the agents helped Generali achieve top-ranked customer satisfaction. The solution allows experts to focus more on judgment and customer care.

Source

MicrosoftEvidence: Low25/100

Generali uses Microsoft Copilot Studio agents to improve customer satisfaction and automate information flows

Use case typeWorkflow automationUpdated Feb 18, 2026

Generali built more than 50 agents with Microsoft Copilot Studio to support specialized insurance workflows beyond content generation. The agents act across complex information flows, including extracting information from unstructured data, running hyper-personalized marketing campaigns, assisting with content creation, and standardizing responses to requests for proposals (RFPs). Microsoft says the solutions allow experts to focus on judgment and customer care and helped Generali achieve top-ranked customer satisfaction.

Organization: Generali
Industry: Insurance
Location: Italy
Published: February 2026

Reported outcomes

Strategic outcomes

Customer experience & trustAchieved top-ranked customer satisfactionEmployee experienceFreed experts to focus on judgment and customer care

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Generali
Provider: Microsoft
Maturity: Unknown
Linked source: Microsoft blog

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 4

1Workflow automation
2Customer personalization
3Document processing automation

Insurance operations needed improvement across specialized workflows beyond content generation.
Generali needed to extract information from unstructured data, run hyper-personalized marketing, and standardize responses to requests for proposals while letting experts focus on judgment and customer care.

Generali built more than 50 agents with Microsoft Copilot Studio.
The agents support information extraction from unstructured data, hyper-personalized marketing campaigns, content creation assistance, and standardized RFP responses.
The approach uses Copilot Studio agents across complex information flows rather than a single chatbot experience.

Technologies

Copilot Studio

Microsoft says the agents helped Generali achieve top-ranked customer satisfaction.
The solution allows experts to focus more on judgment and customer care.

Architecture

The article says Generali built more than 50 agents with Microsoft Copilot Studio to act across complex information flows. The agents extract information from unstructured data, run hyper-personalized marketing campaigns, assist with content creation, and standardize responses to RFPs.

Sources & evidence1

Evidence: Low25/100Evidence strength