Persistent Systems streamlined customer service operations with intelligent automation
Persistent Systems Limited implemented an end-to-end automated customer service solution to transform and modernize customer support. Leveraging Microsoft Dynamics 365 Customer Service, Power Platform, and Azure OpenAI, the solution features intelligent agent routing, a generative AI chatbot for 24x7 support, omnichannel service management, and an AI-powered case management system. Included are automated approval workflows, notification and SLA management tools, and dynamic knowledge article generation. Supervisors use sentiment analytics dashboards to monitor customer interactions and operational trends. As a result, Persistent achieved improved customer self-service, boosted operational efficiency, and faster case resolutions with data-driven recommendations.
- Organization
- Persistent Systems
- Industry
- Professional Services
- Location
- India
- Published
- June 2025
Reported outcomes
Strategic outcomes
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Persistent Systems
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- appsource.microsoft.com
Supervisors use sentiment analytics dashboards to monitor customer interactions and operational trends
Primary read
Use case focus
Showing 3 of 4
- 1Automated Case Routing and Resolution
- 224x7 AI-Powered Self-Service Chatbot
- 3Omnichannel Customer Service Management
- Needed to streamline customer service operations for higher efficiency.
- Required 24x7 automated customer support for complex queries.
- Sought to improve case management and agent productivity.
- Aimed to reduce delays and manual effort in case routing and approvals.
- Implemented Dynamics 365 Customer Service for centralized service management.
- Deployed Power Platform to orchestrate automated workflows and integrations.
- Integrated Azure OpenAI for generative AI chatbots and sentiment analytics.
- Established omnichannel support, knowledge article automation, and AI-based recommendations.
- Improved customer self-service experience.
- Increased operational efficiency through automation.
- Enhanced speed and quality of case resolution.
- Provided supervisors with actionable insights via sentiment analytics.
Architecture
The implementation combines Dynamics 365 Customer Service for case management and omnichannel integration with Power Platform for workflow automation. Azure OpenAI provides generative AI capabilities for chatbots and knowledge article generation, while sentiment analytics dashboards leverage AI models to draw insights from multiple customer interaction channels.
Sources & evidence2
- Customer explicitly identified
- Deployment status explicitly supported
- Technical implementation details available
- Multiple corroborating sources available
- Recent evidence check available
- Last evidence check: Jun 1, 2026.
The case's original source is still reachable.
- Cited source last checked Jun 1, 2026 — ok (0/2 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
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