What was the impact of the AI solution?

Reduced human intervention in customer service by 70% Increased first call resolution rate to 90% Halved resolution times for WhatsApp conversations End-of-day customer chat queues consistently at zero Improved data accessibility for faster, more effective resolutions

Rank#808of 3,449

Source

MicrosoftLive sourceProductionEvidence: High85/100

HYPE revolutionized customer service with Dynamics 365

Use case typeCustomer support automationUpdated Jun 13, 2026

HYPE, a fintech company, significantly improved its customer service capabilities by integrating Microsoft's Dynamics 365 platform. By employing tools like Copilot in Customer Service and AI-powered agents developed through Copilot Studio, HYPE automated various processes such as email segmentation, self-service workflows (e.g., freezing lost cards), and customer onboarding. These changes resulted in a 70% reduction in human intervention and improved first call resolution rates to 90%. Additional features like AI-generated case summaries and conversation assistance halved the resolution times for WhatsApp interactions. Also, unified routing in Dynamics 365 enhanced the workflow efficiency, enabling faster customer resolutions.

Organization: HYPE
Industry: Finance
Location: Italy
Published: April 2025

Reported outcomes

+90%

quantified impactOther quantified impact

−70%quantified impact

Strategic outcomes

Customer experience & trustImproved omnichannel customer serviceNew product / capabilityAutomated customer self-service workflowsSpeed & agilityFaster resolution of chat interactionsScale & capacityReduced human intervention in support

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Quantified impact: 70% decrease

microsoft.comApr 28, 2025Customer storyInferred claimHigh evidence strength

Reduced human intervention in customer service by 70%

Last evidence check: Jul 22, 2026

Normalized claim

Quantified impact: 90% increase

microsoft.comApr 28, 2025Customer storyInferred claimHigh evidence strength

Increased first call resolution rate to 90%

Last evidence check: Jul 22, 2026

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

Customer: HYPE
Provider: Microsoft
Maturity: Production
Linked source: microsoft.com

Fragmented CRM tools hindered access to comprehensive customer data High daily volume of support requests: 45% via email, 40% via chat & WhatsApp, 15% via calls Manual handling of repetitive inquiries increased human workload Slow resolution times for WhatsApp and other chat interactions Difficulty maintaining omnichannel customer experience Regular need to escalate customer issues due to incomplete context Implemented Dynamics 365 unified CRM platform Deployed Copilot in Customer Service for AI

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 5

1AI-powered email segmentation and automated responses
2Self-service customer workflows (e.g., freezing lost cards) using voice and chat agents
3Automated customer onboarding via in-app agent

Fragmented CRM tools hindered access to comprehensive customer data
High daily volume of support requests: 45% via email, 40% via chat & WhatsApp, 15% via calls
Manual handling of repetitive inquiries increased human workload
Slow resolution times for WhatsApp and other chat interactions
Difficulty maintaining omnichannel customer experience
Regular need to escalate customer issues due to incomplete context

Implemented Dynamics 365 unified CRM platform
Deployed Copilot in Customer Service for AI-powered assistance
Developed custom AI agents with Copilot Studio for email segmentation, customer self-service, and onboarding
Automated case creation from emails, calls, and WhatsApp into CRM
Integrated generative AI for conversation and case summaries

Technologies

Copilot Dynamics