What challenges did Infinity Group face before AI implementation?

Growing customer demand strained capacity and increased costs. Escalations and case routing required manual intervention, limiting support scalability. Recruitment and training for increased headcount was costly. Customers expected quicker resolution and consistent support experience.

What was the impact of the AI solution?

Reduced operating and recruitment costs through automation. Increased agent productivity by freeing staff from repetitive work. Raised customer satisfaction via faster, more consistent issue resolution. Enabled data-driven improvements to support processes.

Source

MicrosoftProductionEvidence: Low40/100

Infinity Group Automates Customer Service to Meet Growing Demand

Use case typeCustomer service automationUpdated Jun 13, 2026

Infinity Group, a leading UK partner, tackled rising customer volumes and service costs by deploying Microsoft Dynamics 365 Customer Service. The rapid growth in customer queries had increased operational costs and capacity limits, including pressure to expand the support team. By integrating Dynamics 365 Customer Service with Power Platform and Copilot, Infinity Group unified their support channels and automated the process of case creation, escalation, and routing. AI-powered features such as sentiment analysis, self-service chatbots, and knowledge base recommendations now resolve customer issues faster and more consistently. These automations not only boost customer satisfaction with shorter wait times but also let agents focus on complex or value-added tasks. The solution decreased operational costs, improved agent productivity, and produced analytics-driven insights for continuous improvement.

Organization: Infinity Group
Industry: Professional Services
Location: United Kingdom
Published: April 2024

Reported outcomes

Strategic outcomes

Customer experience & trustFaster, more consistent issue resolutionCost efficiencyReduced operating and recruitment costsScale & capacityImproved support scalabilityBetter decisions & insightEnabled data-driven support improvements

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

Customer: Infinity Group
Provider: Microsoft
Maturity: Production
Linked source: infinitygroup.co.uk

The rapid growth in customer queries had increased operational costs and capacity limits, including pressure to expand the support team

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Customer Service Automation Using Dynamics 365
2AI-Assisted Omnichannel Case Management
3Automated Sentiment Analysis for Support Workflows

Growing customer demand strained capacity and increased costs.
Escalations and case routing required manual intervention, limiting support scalability.
Recruitment and training for increased headcount was costly.
Customers expected quicker resolution and consistent support experience.

Implemented Dynamics 365 Customer Service to unify email, chat, and phone support on a single platform.
Leveraged Power Platform for workflow automation and analytics.
Deployed Copilot and AI-powered chatbots for self-service and faster query resolution.
Automated case creation, routing, and escalation to reduce manual handling and errors.
Launched sentiment analysis and automated knowledge base recommendations to further reduce agent workload.

Technologies

Dynamics 365 Power Platform Copilot