Customer communication automation

Dentsu Digital, a Japan-based digital marketing company, uses Amazon Nova Foundation Models through Amazon Bedrock in its integrated creative-production engine, Mugen AI.The solution supports ad-creative production, keyword identification, metadata extraction, multi-image analysis, performance prediction, and image and video generation for banners and ads.The company says the workflow from planning to distribution has been reduced from months to 5 days, and one client saw impressions up 255%, clicks up 367%, conversion rate up 861%, and cost per acquisition down 73%.

Dentsu DigitalProfessional Services

Allstate Insurance implemented generative AI based on Microsoft’s Azure OpenAI GPT-4 platform to automate most of its claims-related customer email communications. Previously, claims agents manually wrote emails which were often filled with jargon and lacked empathy. Now, AI drafts clear, empathetic, and customer-focused messages while claims agents review for accuracy. The system handles communications for 23,000 representatives and about 50,000 daily interactions, vastly improving customer experience and internal efficiency. Allstate is also looking to extend AI usage to image damage analysis. The move is part of a larger industry trend in which insurers use AI to enhance customer service, streamline claims, and improve customer centricity. The case demonstrates that generative AI can outperform humans in maintaining clarity and consistency, neutralizing tense conversations, and sticking to company standards while being customer-friendly. Early results indicate reduced frustration among agents and better understanding among policyholders, although AI’s long-term impact on staffing remains debated. Critics note that the human element is still valued even as technology advances.

AllstateInsurance

Inogic, a Microsoft Gold ISV Partner, enhanced knowledge retrieval for organizations using Dynamics 365 CRM and SharePoint by integrating Microsoft Copilot Agents. Employees previously spent excessive time searching for information across various systems, hindering productivity and customer service. Copilot Agents leverage generative AI to provide context-aware answers from both CRM and SharePoint, and automatically create case records for unresolved inquiries, consolidating knowledge, and improving decision-making for sales and support teams.

InogicProfessional Services

South African companies across retail, financial services, and tourism were hampered by high email volumes, dispersed teams, and operational inefficiencies. Strategix, a Microsoft Gold Partner, addressed these challenges through tailored AI-powered Microsoft Outlook solutions integrated with Microsoft 365. The deployment introduced intelligent scheduling, automated follow-ups, advanced sorting, sentiment analysis, and a focus mode to help teams manage communications effectively—even during periods of unreliable connectivity. The integration with Microsoft 365 ensured data accessibility and seamless remote collaboration. Strategix supported clients with change management, comprehensive implementation support, and continuous access to innovative AI tools and features. These improvements enhanced productivity, automated repetitive tasks, improved team coordination, and delivered measurable business results. The initiative empowered companies to thrive in a competitive digital landscape by transforming their daily communications and information management workflows.Strategix also focuses on proactive innovation by monitoring AI and communications trends, ensuring clients remain competitive with up-to-date technology. As organizations adapt to digital transformation, these AI-powered email management tools prove essential for operational continuity.

StrategixProfessional Services

Nationwide has successfully adopted Microsoft Azure OpenAI to revolutionize its customer service. By integrating AI, Nationwide reduced customer query response times from 45 minutes to as little as 10-15 minutes. This improvement exemplifies the company's commitment to ethical AI use and personalized customer experiences.

NationwideFinance

Parameta Solutions, a provider of OTC data and analytics, used Amazon Bedrock Flows to transform a manual client email handling process into an automated workflow.The solution classifies incoming support emails, extracts entities, validates completeness, consults knowledge bases and enterprise data, and generates either full replies or requests for more information.The company reports that implementation took about two weeks and that the workflow improved governance, traceability, and iteration speed.

Parameta SolutionsFinance

Global Relay, a leader in compliance and data archiving, launched the Global Relay Connector for ChatGPT Enterprise using Microsoft Azure OpenAI Service. The solution helps financial services firms meet increasingly strict regulatory demands concerning communications involving AI-generated content. The integration captures and archives all ChatGPT Enterprise conversations and associated metadata directly into the Global Relay Archive via API, guaranteeing end-to-end data preservation and audit readiness.By ensuring that every AI-generated interaction is captured at source, the system supports compliance with regulations like MiFID II, FINRA Rule 4511, and SEC Rule 17a-4. This enables financial organizations to confidently leverage generative AI in their operations while meeting strict recordkeeping, monitoring, and supervision mandates. The solution minimizes compliance risk, reduces operational complexity, and enables seamless audit and surveillance functions.The connector's secure integration streamlines the adoption of AI-driven productivity tools in regulated sectors. With increased confidence in data retention and monitoring, financial institutions can innovate without heightening compliance risks.

Core BTS partnered with the National Association of Tax Professionals (NATP) to address slow customer service response times and improve support efficiency for tax professionals across the United States. By implementing Microsoft AI-powered chatbot solutions, the collaboration enabled automation of client interactions, handling a substantial share of inquiries. This change reduced response times, optimized staff priorities, and built a more efficient service delivery platform. NATP members experience more rapid and consistent support, while Core BTS leverages Microsoft's AI stack to drive innovation in service processes. The project demonstrates effective use of AI for automating high-volume customer support interactions in the professional services/tax sector.

National Association of Tax ProfessionalsProfessional Services

UPS implemented its Message Response Automation (MeRA) system, leveraging Azure OpenAI Service and advanced large language models, to streamline customer service operations. The initiative, launched in July and beta tested in October, automated responses to daily customer emails, providing consistent, high-quality messaging and improving agent efficiency. The system introduces a confirmation workflow where the AI suggests responses and agents review and confirm them, resulting in a 50% reduction in email handling time. By integrating UPS-specific data, policies, and sentiment analysis, MeRA handles routine issues such as package holds and tracking, allowing human agents to focus on complex queries. UPS plans to extend the MeRA system to other business processes, including HR, sales, and finance. The use case demonstrates how AI can reshape enterprise workflows, reduce costs, and enhance customer engagement.

United Parcel ServiceLogistics

United Airlines has implemented several AI solutions to enhance customer service and streamline operational efficiency. By leveraging AI-powered chatbots and generative AI, United now automates much of its flight delay messaging and provides real-time information to both customers and internal staff. The company also transitioned its customer service chat system on United.com to an AI agent. United's cloud infrastructure enables system integration for real-time data sharing, operational summaries, and team collaboration, which was not feasible with legacy systems. The company’s focus has moved from mere cloud migration to optimizing cloud operations for both cost and reliability, with significant developments led by CIO Jason Birnbaum.United’s approach includes the use of generative AI for personalized customer communication and internal operational briefings. These innovations aim to improve customer satisfaction and adapt to dynamic airline operations, with future plans to apply AI to more domains such as pilot communications and technical document summarization. United remains committed to maintaining both on-premises and cloud-based systems to optimize user experience and regulatory compliance.

United AirlinesLogistics

Sales and proposal management teams require fast, accurate responses to RFPs in order to win more business and improve close rates. Using Microsoft 365 Copilot and Copilot Studio, sales reps can rapidly summarize RFPs, gather customer insights, draft responses, review with teams using Microsoft Teams, revise proposals, and automate follow-up communications—all within their workflow. AI Agents enable Copilot to interact with CRM and other business applications, providing context-sensitive answers and seamless data integration. The result is higher proposal quality, faster response times, and the ability to pursue more opportunities with less manual effort.This approach empowers sales organizations to respond to complex RFPs at scale, minimize repetitive administrative work, and focus on winning business. The end-to-end workflow also supports knowledge management and improved collaboration.

Quadient, a company focused on customer experience management and financial automation, has integrated Microsoft Azure AI—including Azure OpenAI Service—into its Intelligent Communication Automation (ICA) platform.The integration enables the ICA platform to leverage generative AI for enhanced content readability measurement, sentiment analysis, content summarization, and customer-facing content generation with robust privacy and security controls.Quadient has a history of using AI and machine learning to empower users to create highly accurate, relevant, and personalized communications, improving customer experiences across digital and physical channels.With the latest enhancements, users can efficiently analyze, summarize, and prioritize data, run content similarity scenarios, and automatically consolidate and organize documents like forms and policies.The platform also streamlines communication management, making it easier for businesses to deliver personalized and contextually relevant messages securely.Microsoft's secure infrastructure underpins the integration, providing reinforced data protection and privacy for customers and partners using Quadient’s solutions.Quadient's Accounts Receivable and Customer Experience Management users will be the first to benefit from these expanded generative AI capabilities, available soon.Industry analysts, including Gartner, have recognized Quadient for its innovation and use of advanced AI within ICA solutions.

QuadientTech & Comms

An equity real estate investment trust (REIT) in the USA, managing apartment homes nationwide, embarked on a digital transformation journey to modernize content management and streamline compliance.The REIT faced the challenge of migrating around 120 million files—including proprietary email formats and archived content—from IBM FileNet P8 to Microsoft 365's SharePoint and Exchange Online.Consulting partners Olive + Goose and Proventeq designed a strategic, phased migration, leveraging Proventeq’s AI/Deep Learning-powered Migration Accelerator to manage complexity, maintain audit trails, and enable high-throughput transfer.The solution involved content discovery, a pilot migration, incremental migrations by department, and parallelization to surpass 1 million items migrated per day.Key technical difficulties included conversion of IBM’s legacy email formats, restoration of Lotus emails with or without attachments, and ensuring compliance through a robust audit trail.The migration enabled decommissioning of legacy platforms, significantly reduced annual licensing costs, freed up 20TB of storage, and vastly improved eDiscovery speed on the Microsoft platform.The REIT's IT and Security leadership praised the professionalism and expertise of both partners, crediting them for ensuring a smooth transition.

Real Estate Investment TrustReal Estate

National Grid implemented an Office 365-based solution for its legal teams, significantly restructuring document and email management systems. This integration ensured seamless collaboration across legal workflows, utilizing SharePoint and Microsoft Outlook integration.

National GridEnergy & Utilities

HSO has integrated Microsoft Copilot into its legal360 platform to help law firms overcome growing administrative pressures and increasing client demands. The AI-powered legal CRM, built on Microsoft Dynamics 365, provides law firms with relationship intelligence, automated proposal and RFP drafting, marketing insights, and instant summaries of client and matter data. The Copilot capabilities are tailored for legal industry needs, focusing on automating research, content drafting, and analysis while ensuring secure integration within the firm's Microsoft tenant. This enables law firms to reduce time spent on routine tasks, allowing lawyers to focus on high-value work and strategic client interactions. By leveraging built-in and customizable Copilot features, law firms can streamline operations across their organizations and drive competitive advantage. The solution addresses common misconceptions around AI and security in legal environments, positioning Copilot as a necessity for modern law firm efficiency.The solution, promoted by HSO, saves hours of research, automates labor-intensive administrative work, and improves client engagement and business development for law firms.