Normalized claim
Manual feedback input time: 16 hours per week decrease
required employees to spend up to 16 hours a week manually inputting data
Journey Beyond: AI-driven Customer Engagement and Automation in Australian Experiential Tourism
Use case typeCustomer service automationUpdated Dec 13, 2024
Australia’s largest experiential tourism business, Journey Beyond, uses Azure OpenAI Service, Azure AI Search, Azure Cosmos DB, Azure AI Document Intelligence, Power Automate, Power BI, and Microsoft Fabric to support customer interactions, HR requests, and automated processing of customer feedback forms. The company built a chatbot for call centre agents and HR, integrated real-time weather and visibility data for Melbourne Skydeck, and used Azure AI Document Intelligence to automate handwritten feedback processing.
- Organization
- Journey Beyond
- Industry
- Consumer & Food
- Location
- Australia
- Published
- December 2024
Reported outcomes
16 hours per week
manual feedback input timeTime & speed
Strategic outcomes
Customer experience & trustFaster and more consistent customer responsesEmployee experienceReduced HR search effort and misinformation riskBetter decisions & insightAutomated processing and visualization of customer feedback
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Journey Beyond
- Provider
- Microsoft
- Maturity
- Exploring
- Linked source
- Microsoft News Center
Protect sensitive data while employees were already experimenting with generative AI tools
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Customer service automation
- 2Document processing automation
- 3HR support automation
- Improve customer interactions and streamline manual data processes post-COVID recovery.
- Protect sensitive data while employees were already experimenting with generative AI tools.
- Developed AI chatbots using GPT-4 and GPT-3.5 with Azure OpenAI Service and Azure AI Search, backed by Azure Cosmos DB.
- Automated document processing with Azure AI Document Intelligence and integrated output into Power Automate and Power BI.
- Established an AI strategy and steering committee, and made prototypes production-ready with internal development and partner support.
- Around 140 employees use the chatbot.
- Manual data input for customer feedback previously took up to 16 hours a week.
- The chatbot helps agents provide faster responses and the document processing workflow enables more efficient insight generation.
Architecture
Journey Beyond built a chatbot using Azure OpenAI Service, Azure AI Search and Azure Cosmos DB, trained it on company data, deployed it in a secure Azure environment, and integrated Azure AI Document Intelligence with Power Automate and Power BI for handwritten feedback processing.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Dec 13, 2024Publisher: Microsoft News CenterEvidence: VendorConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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