Virgin Voyages developed Project Ruby with Google Cloud and partner 66degrees to provide personalized, conversational support for sailors and crew.The solution brings together data from Salesforce, Seaware reservation systems, websites, onboard sales terminals, and crew tablets into BigQuery, then uses Gemini Enterprise to generate predictions and personalization through natural-language agents.Guest-facing and internal assistants include Rovey for personalized concierge support and crew tools for ship-, route-, and role-specific assistance.Local Ruby agents run on Google Distributed Cloud at the edge to keep the experience resilient during offline ship operations, while Firestore, Cloud Storage, Pub/Sub, and Dataflow support operational profiles, asset storage, enrichment, and DLP checks.
Use case type
Customer service agent
Handles customer inquiries through automated conversation and task completion. It helps organizations provide faster support and reduce the workload on human service teams.
16
16
6
9 mo
Adoption over time
Documented cases per month
By case publish month · completed months only
15 cases documented across 37 months (Jul 23 – Jul 26), peaking at 5 in June 2026.
1 earlier case before Jul 23 not shown
Each column counts every documented case of this type by its publish month, across the full corpus. The in-progress current month is excluded from columns and surfaced separately, and cases published before the charted window are summarized as earlier cases instead of plotted.
Company examples
Use cases of this type
10 shown from 16 use cases
Papa Johns builds voice ordering with Gemini Enterprise Agent Platform and a Food Ordering AI agent
Papa Johns International adopted Gemini Enterprise Agent Platform and the Food Ordering AI agent to let customers place pizza orders using natural language and voice with no taps required.The implementation sits on Google Cloud data infrastructure including BigQuery, CloudSQL, and Google Maps to support personalization, analytics feedback loops, and delivery tracking.Papa Johns says the approach aims to improve conversion, basket size, customer satisfaction, and ordering speed while also improving productivity and analytics quality.
Agora: Azure OpenAI in Foundry Tools for real-time multilingual experiences
Agora, a global leader in real-time audio and video communication technology, used Microsoft Azure AI and cloud services to support international expansion and real-time multilingual communication.The company combined Azure OpenAI in Foundry Tools, Azure Speech in Foundry Tools, and GitHub Copilot to improve low-latency translation, customer interaction experiences, and product iteration.
The Ad Council: Copilot Studio AI agent with Azure AI Search for Youth Firearm Injury Prevention
The Ad Council built an AI-powered chat experience for its Youth Firearm Injury Prevention campaign, Agree to Agree.The solution uses Microsoft Copilot Studio as the conversational layer and Azure AI Search with Azure OpenAI, Azure Blob Storage, Azure Functions, and Power Automate to ground responses in vetted campaign resources.The agent is designed to guide users toward trusted, approved information while avoiding harmful, political, or crisis-escalation content.
PınarOnline, the ecommerce platform for a leading Turkish food brand, worked with AWS Partner LimonCloud to build a generative AI assistant on AWS for customer support and sales capture.The assistant handles inquiries across call center, email, and WhatsApp, surfaces products of interest, and alerts the sales team when bulk-purchase intent is detected.The solution used Amazon Bedrock, Amazon Bedrock Guardrails, Amazon ECS, Amazon RDS, AWS Lambda, and Amazon SNS.
Riverty deployed Dynamics 365 Contact Center with Copilot to modernize AI-ready customer service
Riverty deployed Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service to create a unified, AI-ready customer service foundation across multiple European markets.The company used Copilot for Dynamics 365, Copilot Studio, Power Platform, Azure Service Fabric, and Azure Communication Services to support AI-driven automation, case management, workflow orchestration, and voice integration.
Munich Fire Department: AI operator to handle non-emergency transport calls
Munich Fire Department uses an AI operator to handle non-emergency transport calls in multiple languages, helping relieve dispatchers and keep them focused on life-threatening emergencies.Built with Azure Speech (HD Voice) and Azure AI Search, the system verifies critical details, hands calls to humans when needed, and is in beta testing at the emergency department of Munich's largest hospital.
Serre Chevalier, a ski resort in France and part of the Compagnie des Alpes group, used an agentic AI system to help visitors choose ski passes and plan trips.The resort needed to handle more varied, context-dependent, and multilingual questions than its prior digital assistant could manage.
DANA Indonesia uses Azure OpenAI and Copilot for agentic customer service (DIANA)
DANA, one of Indonesia’s largest digital wallet platforms, has collaborated with Microsoft since 2024 to integrate AI across business operations, product development, and customer experience.The company built an end-to-end AI foundation using Azure OpenAI, GitHub Copilot, and Microsoft 365 Copilot, and introduced DIANA, a task-oriented virtual assistant for customer service powered by Azure OpenAI.DIANA uses multiple specialized AI agents for dialogue and empathy, contextual understanding, knowledge-base retrieval, and insight analysis, with layered integration, governance, and failover mechanisms to maintain reliability during spikes.
Oncoclínicas&Co, Latin America’s largest oncology-focused group, needed to scale personalized digital patient support across more than 140 units while reducing delays, fragmented communications, and disconnections.The organization worked with IBM and partner PROA.AI to unify WhatsApp, chat, and email under a secured governance framework and add generative AI and automation to patient-facing digital channels.
Common questions
Customer service agent at a glance
- How many customer service agent use cases are documented?
- The AI Use Case Hub documents 16 real customer service agent deployments across 6 industries, with 16 detailed company examples you can browse.
- Which industries adopt customer service agent the most?
- Customer service agent is most common in Consumer & Food (25%), Public Sector (19%) and Finance (19%).
- Which countries lead in customer service agent?
- United States leads documented customer service agent deployments, followed by Indonesia and New Zealand.
- What technologies are used for customer service agent?
- Teams most often build customer service agent with Azure OpenAI, Copilot Studio and Azure Speech.
- What AI capabilities power customer service agent?
- Across the documented deployments, the most common capability patterns are Agent (69%), Copilot (31%) and Voice (25%).
- What results do companies report from customer service agent?
- Across the 16 deployments reporting outcomes, companies most often cite customer experience & trust (75%), speed & agility (44%) and other strategic outcome (38%). Where impact is quantified, the strongest evidence is in time & speed: a median −71.5% across 2 reported metrics.