Customer support automation

Hong Leong Bank (HLB) built its AI ecosystem on Google Cloud to improve digital banking and employee experiences.The bank uses Document AI for trade operations to automatically extract and digitize relevant fields from high-volume trade documents in more than 200 languages.HLB also runs Gemini 2.5 Flash as a private instance on Vertex AI and uses Agent Development Kit-based agents for customer and internal workflows.

Hong Leong BankFinance

NFU Mutual is known for its local, personalized, high quality customer service. To support this at scale, it consolidated member data from disparate systems into a single, centralized source of truth.NFU Mutual uses Dynamics 365 and Copilot for Sales to record customer interactions and provide a 360-degree view of customers, helping staff serve members more efficiently.Copilot for Sales is embedded in Outlook and connected to the CRM, where it summarizes long email threads, highlights questions and action items, drafts responses for agent review, logs emails and meetings, and surfaces customer insights inside Dynamics 365.

NFU MutualInsurance

Intact Financial Corporation (Intact), the largest property and casualty insurer in Canada, built an automated Call Quality (CQ) suite to analyze customer service calls at scale.The solution transcribes recorded calls, extracts insights with additional machine learning models, and provides a dashboard and search tool for quality analysts.The system supports English and Canadian French, runs on a serverless AWS architecture, and is used to improve customer service, agent coaching, and operational efficiency.

Intact Financial CorporationInsurance

HappyFox, a SaaS customer support and help desk platform based in Irvine, California, improved the reliability and performance of its AI-powered support solutions by deploying Anthropic Claude 2.1 on Amazon Bedrock.The company used Amazon Bedrock to keep data hosted within AWS and to support generative AI features for customer support and internal agent assistance.

HappyFoxTech & Comms

Clearwater Analytics transformed investment management workflows by developing the Clearwater Intelligent Console (CWIC) suite, a generative AI-powered platform built using AWS Amazon Bedrock.The platform evolved from a simple chat interface into a sophisticated AI system that enables faster responses and reduces service tickets, contributing to a 20% business growth without increasing headcount.AWS provided the infrastructure, data foundations, and security to enable this AI transformation in financial services.

Clearwater AnalyticsFinance

BankUnited, a regional bank headquartered in Miami Lakes, Florida, implemented an AI application called SAVI utilizing Amazon Bedrock and Anthropic's Claude 2 model to improve the retrieval of policy and procedure information for employees.The challenge was that employees struggled to quickly find accurate information, resulting in lengthy call times and inconsistent responses to SMB customers.SAVI enables employees to ask questions naturally and receive reliable, near-instant answers with 95% accuracy and response times under 10 seconds using Amazon Bedrock and intelligent enterprise search.The solution reduced training time for staff, empowered employees to provide better advisory services to clients, and lowered call and email volumes on procedural questions.BankUnited shifted towards a 24/7 self-service model at reduced cost and plans to expand generative AI use to other business areas as part of their OpportunitiAI program.

BankUnitedFinance

Fortinet developed FortiAsk, an AI-powered solution leveraging Amazon Bedrock and Amazon Nova to make complex security documentation instantly accessible across 60+ products.The solution addresses challenges related to scattered documentation and strict data protection requirements in cybersecurity operations.FortiAsk streamlines customer support and security operations by enabling fast, AI-driven access to product security information.The implementation preserves strict data privacy and compliance standards while enhancing operational efficiency.This use of generative AI accelerates information retrieval and improves security posture in a large cybersecurity organization.

FortinetTech & Comms

Gamota, a Vietnam mobile game publisher under Appota Group, needed to handle rising volumes of complex player support inquiries across multiple countries, languages, and time zones.Its support team spent significant manual effort gathering context such as purchase history, ticket records, and in-game data before responding to players.

GamotaOther

bunq is a digital bank serving more than 11 million users across Europe and operating a banking license in the Netherlands.To support growth and compliance requirements, bunq migrated its infrastructure to AWS and used managed services to simplify operations and scale quickly.The bank adopted Amazon Bedrock for generative AI use cases, including summarizing new user data and removing manual document-processing steps in onboarding and support workflows.

bunqFinance

MacStadium partnered with Innovative Solutions to build an AI assistant platform called Mac for customer support and service delivery.The solution combined IBM watsonx Assistant as the interface with Amazon Bedrock powering secure AI performance and access to large language models like Claude.

MacStadiumTech & Comms

Humana is using Google Cloud-backed artificial intelligence to support its member service call centers with a virtual agent called Agent Assist.The tool runs in the background during calls, anticipates what the human advocate may need, surfaces real-time call summaries and relevant benefit or coverage information, and guides staff with compliance-aware assistance.Humana said the system is intended to improve consistency across interactions, automate manual work, and make member support faster and more personalized.The deployment was first limited in October 2025 and is planned to roll out to all call centers in early 2026.

HumanaHealthcare

Clarus Care is a healthcare technology company that helps medical practices manage patient communication through an AI-powered call management system.The company is building a generative AI-powered contact center prototype to support conversational voice and chat interactions across appointments, prescription refills, billing inquiries, and urgent medical concerns.The solution uses Amazon Connect, Amazon Lex, and Amazon Bedrock with Claude and Amazon Nova models to transcribe and route calls, detect urgency, extract multiple intents in one interaction, support smart transfers, and provide analytics.

Clarus CareHealthcare

Armakuni helped an insurance verification company replace manual dependent document checks with an Amazon Connect-based voice and chat experience.The solution uses Amazon Q in Connect for step-by-step agent guidance, Amazon Textract and Amazon Comprehend to extract details from uploaded documents, and Amazon Connect Cases and Customer Profiles to preserve context across handoffs.

insurance verification companyInsurance

Bradesco, one of Brazil’s leading banks, partnered with Microsoft to drive a large-scale transformation in its customer service and financial operations using AI and cloud solutions. Leveraging the Microsoft Azure AI platform and Dynamics 365, the bank rolled out AI-powered customer service agents, such as the AILA assistant, to automate responses, resolve issues at first contact, and streamline service processes. Bradesco’s approach, in synergy with bold regulatory support and a mobile-first client base, positions it as an innovator in digital banking. The initiative resulted in notable operational efficiencies—achieving 82% first-level service resolution, 65% audit efficiency improvements, and increased customer engagement. Bradesco’s work is an industry reference for how agentic AI can redefine banking.

BradescoFinance

Banks are leveraging an AI-powered WhatsApp chatbot built with Microsoft Copilot and Azure OpenAI Service to optimize transaction management, address customer inquiries, automate fraud detection, and provide multi-channel support. The chatbot seamlessly integrates with core banking systems and CRM tools including Dynamics and Salesforce, offering flexible deployment in cloud or on-premises environments. It enables account management, loan services, and instant fraud/security alerts through WhatsApp, reducing the workload on call centers and improving accuracy and compliance. The solution is tailored for different types of banks, supporting fund transfers, bill payments, personalized communications, and regulatory compliance. Real-time analytics support financial forecasting and risk assessment, and the chatbot is pre-trained, fully customizable, and deployable at scale without lengthy development cycles. Security features ensure compliance with banking regulations such as PCI DSS and GDPR, and accuracy rates reach up to 99%.Banks sought to automate and optimize a wide range of workflows including transactions, customer support, fraud detection, and notifications. High regulatory standards, omnichannel expectations, and the need to reduce operational costs and support friction motivated the implementation. The AI-powered chatbot synchronizes with major banking systems and delivers 24/7 customer engagement, bridging the gap between traditional and digital banking.

Evri, the UK's largest parcel delivery company, faced mounting operational pressures as manual customer service processes struggled to keep up with up to 100,000 weekly queries. These challenges necessitated hiring over 55 temporary staff during peak periods, raising costs and affecting response times. In collaboration with Robiquity, Evri adopted Microsoft Power Platform to implement Intelligent Automation across core customer service operations. The project automated the handling of repetitive queries and key service wrap-up tasks, directly boosting efficiency and service quality. The outcomes exceeded expectations, delivering £7.4 million in in-year savings and annual benefits surpassing £9 million. This automation effort has fundamentally reshaped Evri's ability to manage fluctuating volumes, control costs, and ensure consistent, prompt customer communications, setting a compelling industry example for logistics process innovation.

EvriLogistics

Unilever integrates Microsoft's Power Platform to transform its customer service workflows. Automation minimizes response time while enhancing customer satisfaction. This initiative marks a significant improvement in operational efficiency by decreasing dependence on manual resolutions and creating streamlined systems for customer interaction.

UnileverConsumer & Food

Retail organizations across the US and globally have accelerated their customer engagement and support operations by deploying over one million custom AI agents using Microsoft Copilot Studio. Using a low/no-code interface, companies built AI agents to handle cart recovery, supply issue alerts, post-purchase assistance, and more. These agents integrate with data sources, automate complex workflows, and can act in desktop/web environments without APIs. Microsoft provides preconfigured AI agents for intent recognition, knowledge management, and case management, empowering organizations to streamline service processes and improve response accuracy and speed. As a result, retail contact centers have increased their productivity and operational efficiency. Over 230,000 organizations, including 90% of the Fortune 500, have adopted Copilot Studio for these automation tasks.

Retail Contact CentersRetail

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.

HYPEFinance

This article explores how a range of leading companies are deploying Microsoft AI technologies—especially agentic AI and Copilot Studio—to drive transformation across industries. Atomicwork achieved a 65% deflection rate by automating digital workplace support while BDO Colombia halved operational workloads through a finance-specific Copilot agent. Dow automated global shipping invoice analysis with Copilot Studio agents, leading to millions in savings, and Eneco Belgium improved their customer chatbot’s conversation handling by 140%. Estée Lauder designed a marketing insight agent to make trend data instantly available, and Fujitsu deployed AI-driven sales automation with a 67% productivity boost. Grupo Bimbo adopted Power Platform to automate thousands of apps and processes, substantially reducing operational overhead. KPMG used AI for compliance automation, Virgin Money introduced a customer-facing digital agent, and Wells Fargo’s internal Teams agent cut response times dramatically. These real-world implementations showcase measurable improvements in efficiency, customer experience, and decision-making, all powered by Microsoft’s AI ecosystem.

AtomicworkProfessional Services

QServices has developed an AI-driven SaaS solution that integrates Microsoft Azure, Power Automate, and Dynamics 365 to revolutionize customer support operations. The solution automates customer interactions by providing instantaneous and scalable responses to inquiries and support tickets. This innovation promotes efficiency and a seamless experience, tailored for industries like banking and finance.

QServicesTech & Comms

A national banking company needed to address challenges in its customer support center, including employee inefficiency and customer dissatisfaction caused by scattered information and delayed responses.To solve this, the company implemented a custom solution integrating a non-Microsoft contact center with Microsoft technologies, notably Copilot Studio, Dataverse, Azure Data Lake Storage, Azure AI Foundry, Azure AI Search, and Power Platform.The solution features an employee agent built in Copilot Studio to allow employees faster access to unified information when assisting customers, seamlessly connecting various internal data sources.Operational data is stored in a central non-Microsoft database, while knowledge sources, conversation transcripts, and analytics are managed with Microsoft Dataverse, Azure Data Lake, and Power BI.Security, identity management, and governance were ensured via Microsoft Entra ID and Power Platform administration tools.The result is the ability to support over 3.5 million customer conversations annually, dramatically improving both response times and employee productivity.Advanced governance, data compliance, fine-grained access, and proactive diagnostics are all integrated into the platform.The architectural approach follows Microsoft Power Platform Well-Architected principles, emphasizing high data quality and responsible AI.The success is inspired by the ABN AMRO Bank's similar Copilot Studio deployment, but adapted for this banking company.The implementation focuses on delivering actionable insights through Power BI dashboards and efficient knowledge retrieval, while tracking continuous improvements via user feedback and analytics.

Blackboard, a higher education technology company, is modernizing its Student Success services with an omnichannel cloud contact center.The solution uses Amazon Connect for voice, text, chat, and IVR, Amazon Q in Connect for real-time agent guidance, and Amazon Connect Contact Lens for analytics and sentiment analysis.Blackboard supports student services such as enrollment, financial aid, course registration, technical support, and other college support workflows across more than 2,000 institutions.

BlackboardEducation

Rabobank, a multinational bank based in the Netherlands, faced challenges in streamlining and personalizing customer support to reduce operational costs and improve customer experience. To address these challenges, Rabobank implemented Microsoft Power Virtual Agents as AI-powered virtual agents integrated with their support systems. This solution automated customer service interactions, providing a more cohesive and scalable experience. The implementation helped Rabobank simplify customer support operations, reduce costs, and enhance responsiveness and overall customer satisfaction.

RabobankFinance

Teradata created a Customer Complaint Analyzer integrated with Amazon Bedrock generative AI to classify, analyze sentiment, detect topics, and summarize millions of customer complaints efficiently for faster resolution.The solution leverages Teradata VantageCloud on AWS to handle unstructured data from emails, calls, and chats, reducing churn and improving customer retention.Amazon Bedrock's generative AI capabilities enable text clustering, topic detection, complaint summaries, and sentiment analysis.The platform improves operational efficiencies and provides deeper insights into customer behavior.

TeradataFinance

DoorDash built a low-latency voice self-service experience for Dashers using Amazon Connect, Amazon Lex, Amazon Bedrock, and Amazon Bedrock Knowledge Bases.The solution was developed with AWS Generative AI Innovation Center to reduce live-agent burden while maintaining issue-resolution quality.

DoorDashRetail

Genpact, in partnership with Microsoft, implemented over 120 AI use cases focusing on finance, HR, and IT operations from India. Key advancements include automating vendor management with AI—doubling supplier satisfaction through 85% accuracy rates—and creating a digital assistant that reduced HR support tickets by 53% for invoice and tax document tracking. IT operations benefited from AI-driven digital assistants that resolve issues without traditional support. Microsoft Copilot tools further enhanced CRM and developer productivity through conversational AI interfaces. These initiatives not only increased operational efficiency and accuracy but also generated substantial financial returns—averaging $3.8 per $1 invested—while upskilling 100,000 employees in AI and spawning new job roles like prompt engineering and model fine-tuning.

GenpactProfessional Services

VOCALLS, a Prague and London-based telco/tech company, implemented AI-powered voicebots using Azure OpenAI Service for major logistics clients including Estafeta in Latin America. These voicebots automated more than 50 million annual customer interactions, providing immediate multilingual support and reducing customer wait times. Estafeta achieved a dramatic improvement in contact center performance, slashing average call handling time by 78% and more than doubling answered calls. The AI solution for Estafeta delivered seamless customer service automation, enabled 24/7 support, and improved customer satisfaction with proactive responses. VOCALLS’ deployment allowed clients to scale customer service quickly, handle seasonal peaks, and increase operational efficiency. The use of Azure OpenAI ensured enterprise-grade data privacy and compliance.

VOCALLSLogistics

Major financial institutions in the Nordics, including Danske Bank, Nordea, Swedbank, and ATP, are leveraging Microsoft AI solutions to remain competitive against digital-native banking disruptors. Banks are adopting internal and external AI and generative AI tools such as Microsoft 365 Copilot, GitHub Copilot, and proprietary solutions like DanskeGPT to increase productivity and improve customer service while controlling costs. Bankdata, an IT provider for Danish banks, saw productivity rise and costs drop by 25% after implementing AI-powered systems. Swedbank optimized its insurance pricing through an AI partnership, and ATP streamlined pension operations leading to substantial savings. These efforts highlight how Nordic banks are driving innovation and efficiency using Microsoft cloud and AI technologies.

Danske BankFinance

Lenovo, a global technology company, faced the challenge of delivering fast and effective 24/7 support across various languages in its contact centers. By deploying Microsoft Copilot in Dynamics 365, Lenovo created an AI-powered omnichannel chatbot capable of handling customer queries in nine languages, offering real-time translations and AI-suggested responses. Premier Support agents review and refine these AI suggestions, with their feedback improving system performance. Strong emphasis on security, role-based access controls, and content moderation ensured data safety. Automated post-call summarization and sentiment analysis further improved productivity and customer experience. As a result, agent productivity increased by 15%, average handle time decreased by 20%, and customer satisfaction rose to 95%. Lenovo integrated business and digital teams early in the planning and transformed contact center operations by focusing on practical AI use cases. The project positioned Lenovo among the top users of Copilot for Dynamics 365, rapidly elevating support quality and agent efficiency.

LenovoTech & Comms

DHL and other major enterprises have improved their customer support delivery using the Omnichannel CX Support Suite from Enterprise Bot GmbH, powered by Microsoft Azure OpenAI (including ChatGPT GPT-4, GPT-3). The solution incorporates chatbot, voicebot, and emailbot capabilities that seamlessly integrate with popular platforms such as Genesys, Salesforce, Freshdesk, and Zendesk. By centralizing communications through a unified AI-powered layer, DHL has achieved higher customer personalization, streamlined operations, and cost efficiencies. The integration leverages deep learning and NLP for real-time interactions, significantly enhancing the customer journey across digital and voice channels. The Enterprise Bot suite drives automation of customer support processes for diverse sectors including logistics (DHL), finance, and healthcare. Clients report substantial automation, handling up to 27% of the EU rail industry’s support needs and 22% of Switzerland’s healthcare support. The solution supports large-scale, cross-channel customer engagement, offering organizations like DHL a tangible competitive edge in service delivery.

DHLLogistics

Unilever, a global consumer goods company, adopted Microsoft Copilot AI to automate its customer service operations.By using Copilot, Unilever automated the filtering and sorting of customer service emails, enabling rapid identification and separation of spam from legitimate customer inquiries.This automation improved operational efficiency and reduced the manual workload on customer service agents.Copilot's AI-driven platform enhanced Unilever's ability to manage customer requests at scale, resulting in improved customer satisfaction due to faster response times.The initiative also contributed to optimizing Unilever's operational workflows, freeing up human resources for more complex and valuable engagements.With streamlined email processing, customer service agents can focus on high-priority cases while maintaining consistently high service standards.This AI transformation demonstrates the impact of Microsoft Copilot on real-world business operations and service quality.

UnileverConsumer & Food

Clarins, a global leader in cosmetics, implemented CLARA, an AI-powered customer care bot on its USA website.CLARA is powered by Microsoft Azure OpenAI Service, integrating natural language understanding to accurately address customer queries.The bot uses Clarins' proprietary data, including website content, customer care Q&A, and product training data.It provides instant responses to urgent inquiries outside of business hours, optimizing live agent workload during the day for more complex requests.Clarins is actively testing several variants of the chatbot to fine-tune customer experience before a global rollout.The initiative comes as part of Clarins’ ongoing digital transformation to blend human expertise with advanced AI for top-tier customer experience.The bot supports Clarins’ ambition to maintain leadership in the prestige beauty sector by exceeding customer expectations through technology.CLARA is seen as a significant milestone in leveraging generative AI within the luxury beauty industry.The solution boosts customer satisfaction by making high-quality support available anytime.

ClarinsConsumer & Food

Lowell, one of Europe’s largest credit management services, deployed an AI-enabled chatbot using Microsoft Azure Cognitive Services to handle 40% of customer inquiries, automate payment plan calculations, and provide personalized credit counseling. Their prior reliance on highly trained financial counselors for routine tasks was costly and inefficient, particularly in Norway’s complex legal framework. By collaborating with Crayon, Lowell leveraged prebuilt machine learning and natural language capabilities in Azure to build a sophisticated bot that interacts naturally with consumers, answers both complex and routine questions, and facilitates seamless handover to human agents for more difficult cases. The system uses on-premises containers for data privacy and performance, providing flexible AI deployment across cloud and local environments. As a result, staff now focus on valuable credit consultations, improving customer experience and operational efficiency. Service agents enjoy more rewarding roles, and consumers benefit from easier access to advice and payment solutions.

LowellFinance

Verisk built an Instant Insight Engine, or AI companion, for its FAST SaaS platform to provide enhanced self-service support for life insurance and retirement customers.The system is designed to answer business processing and configuration questions using Verisk documentation, training materials, and internal expertise.The article describes a Retrieval Augmented Generation architecture with multiple AWS services and proprietary orchestration.

VeriskInsurance

Windstream, a US-based telecommunications provider, has leveraged Microsoft Azure OpenAI Service and Azure Kubernetes Service (AKS) to enhance workflow efficiency, customer service, and internal knowledge management. By deploying AI-powered analytics, Windstream analyzes customer calls and interactions, extracting valuable insights into sentiment and customer needs, and transforms technical data into clear outage notifications for improved customer trust. Internally, a custom generative AI platform indexes knowledge across AKS, enabling rapid onboarding and real-time troubleshooting support for field technicians. This innovation has resulted in improved operational efficiency, expeditious onboarding, and a pursuit for ongoing AI-driven advancements in customer transparency and service.

WindstreamTech & Comms

PwC Germany, in collaboration with Microsoft Germany and Parloa, is advancing customer service with a new AI-driven voice technology platform built on Microsoft Azure and Azure OpenAI Service. This AI solution enables highly accurate intent recognition (97%), human-like speech interactions, real-time translation, and automation of customer inquiries for contact centers. By integrating and configuring Parloa’s AI platform, PwC aims to reduce agent workload and enhance customer satisfaction. The partnership delivers digital transformation for customer communications, especially in the financial services sector, providing adaptable, low-code AI solutions that can be easily integrated with existing systems. Routine tasks such as authentication and FAQs are automated, allowing staff to focus on complex queries while reducing operational costs and enabling rapid deployment internationally. The joint effort emphasizes tailored, effective, and scalable improvements to customer service processes.

PwC GermanyFinance

Basware, a leader in accounts payable (AP) automation, launched AskMary, a generative AI solution integrated with Microsoft Azure OpenAI ChatGPT to support its customer service operations. The tool, created in partnership with Microsoft and Zure, assists support agents by suggesting tailored responses to complex customer inquiries, ensuring secure handling of financial data within the Azure environment. AskMary is accessed through Microsoft Teams, allowing agents to remain at the core of customer interactions while leveraging AI to enhance speed and consistency. Early adoption resulted in improved communication quality, reduced response times, and higher customer satisfaction rates. The collaboration underscores Basware’s commitment to secure AI implementation, setting a new standard for digital innovation in financial operations. Basware plans to extend AI-powered support systems across its services, positioning itself as a digital transformation leader in the finance sector.

BaswareFinance

Cognigy, a German-based Conversational AI platform, has partnered with major enterprises like Allianz and Lufthansa to transform their customer service operations using Microsoft Azure OpenAI.Facing high customer inquiry volumes in industries like insurance and aviation, these enterprises leveraged Cognigy's platform to deploy advanced AI-powered virtual agents for contact center automation.The platform combines traditional deterministic conversational AI (NLU, intents/entities, and flows) with generative AI from Azure OpenAI to both automate direct customer conversations and support human agents through context summarization and suggested responses.Cognigy's generative AI features extract precise answers from enterprise knowledge bases, reducing manual lookup for both customers and agents, while also building advanced orchestrations for transactions such as appointment bookings or information lookups.The implementation emphasizes strict enterprise guardrails, process orchestration, and cost management—vital for regulated industries and high-volume customer journeys.By augmenting both the customer and agent experience with Azure OpenAI-powered flows and summarizations, operational efficiency has increased, pressure on human agents is reduced, and customer satisfaction is improved.

AllianzInsurance

Vodafone, a global telecommunications provider, confronted the challenge of efficiently handling high volumes of repetitive customer inquiries while ensuring rapid response and quality support.Partnering with Microsoft, Vodafone developed TOBi—a conversational AI-powered assistant deployed in 16 markets and fluent in 15 languages.TOBi uses Azure AI and Generative AI, enabling it to handle 25–30 million monthly customer conversations, automating support for common issues and freeing human agents for complex cases.The solution integrates with Copilot for Dynamics 365 Customer Service, providing agents with contextual, AI-generated answers and interactive insights during chat and email conversations.The project resulted in increased customer satisfaction, significantly reduced wait times, improved operational efficiency, and a scalable model expected to support over 500 million conversations annually.Vodafone’s adoption of these AI technologies showcases the scalability and impact of generative and conversational AI in telecom customer support.

VodafoneTech & Comms

HSBC, Europe's largest bank, identified an increasing demand for digital banking channels among its customers, who wanted instant support and on-demand assistance. Over the last four years, HSBC transformed its service experience by deploying chatbots and voicebots on its website, internet banking, and mobile platforms.The project was led by the customer service transformation team and was grounded in insights from frontline contact centre agents who designed the AI bot conversations. This approach ensured responses were tailored to real customer needs based on frequent service scenarios.The chatbot answers FAQs and handles increasingly complex cases, such as assisting with payment declines or providing financial advice. The voicebot complements the solution by automating tasks like card cancellation and address changes.Key design principles included a human-centered experience, high-quality backend integrations, and respect for data privacy. The emphasis was on improving both customer autonomy and satisfaction without replacing humans for complex tasks.Learnings from deployment highlighted the importance of measuring customer satisfaction (NPS) over traditional containment KPIs, and integrating customer effort analysis into continuous improvement. Privacy-sensitive discussions benefit from chat-based channels.Since launching, HSBC experienced significant growth in digital engagement; many customers now interact through bots for banking needs that previously required live agents. The digital service model frees contact center staff for higher-level tasks, increasing operational efficiency.By investing in internal buy-in with clear communication among stakeholders, HSBC ensured executive alignment and organizational readiness.

HSBCFinance

WideOps gives Ryde Mobility Smart Support with Vertex AI & Gemini. WideOps, as a professional services provider specializing in AI solutions, played a key role in enhancing Ryde's customers experience. Using advanced GenAI technologies, WideOps developed a smart customer support agent that optimizes Ryde's services.

Ryde MobilityAutomotive

RSM, through its Technology Experience Center in Denver, implemented Microsoft Power Virtual Agents to automate and enhance customer support processes.By adopting a low-code/no-code platform, RSM enabled business users to create and customize interactive chatbots that leverage cognitive services and natural language understanding, allowing for smooth customer interactions and query handling.The virtual agent is capable of understanding a variety of user inquiries, providing immediate information, and escalating more complex requests to human experts by scheduling automated meetings.Integration with internal calendars allows seamless appointment scheduling for expert consultations.Analytics dashboards provide key metrics on user engagement and customer satisfaction, giving actionable insights to improve support operations.Since deployment, RSM observed an increase in satisfaction scores, showing measurable impact.The project reduces IT reliance for continuous bot improvements, as business users can make modifications and extend capabilities independently.The architecture leverages Microsoft Power Virtual Agents coupled with Cognitive Services for natural language understanding and includes analytics for ongoing feedback.The solution demonstrates how professional services can transform digital engagement and streamline support operations.

RSMProfessional Services

A major North American bank faced increasing operational costs and inefficiencies in its contact center due to a low-accuracy internal search tool. This forced frontline employees to rely on internal helplines, slowing responses and affecting the bank's market-leading customer experience. As a digitally forward institution, the bank decided to implement generative AI solutions to improve outcomes.The bank partnered with Avanade to deploy a conversational AI chatbot powered by Microsoft Azure OpenAI and Azure AI. The solution sought to modernize response management, increase accuracy, and streamline processes.A strategic AI roadmap guided by best practices helped ensure scalability and effective KPI tracking. The chatbot bolstered training resources, improved compliance, and enhanced knowledge management while strengthening security and efficiency.The result was a measurable reduction in customer response delays and operational costs, contributing to a better customer experience and positioning the bank as an innovation leader in financial services.

North American BankFinance

Bank of America implemented an AI-based virtual assistant, Erica, to support customer service and operational efficiency. Utilizing Microsoft’s Azure AI platform and operating in partnership with OpenAI, Erica answers customer queries in real time, automates information delivery, and enhances overall client experience.Since launch, Erica has managed nearly 1.9 billion interactions, serving over 40 million customers. The AI assistant demonstrates the bank’s efforts to elevate existing customer engagement strategies using advanced generative AI models. The Bank of America initiative exemplifies a real-world AI application in large-scale banking, leveraging Microsoft cloud infrastructure to ensure reliable and scalable service.Bank experts stress the importance of robust data strategies and high-quality data in AI deployment. Azure AI and models from OpenAI underpin Erica’s operation, offering secure and compliant AI integration for a highly regulated financial sector.This case marks a shift from generic AI adoption to industry-specific implementations, driving tangible productivity improvements and customer service gains at scale.

Bank of AmericaFinance

Anywhere365, a Netherlands-based SaaS communications company, integrated Azure Communication Services into their Dialogue Cloud platform to improve omnichannel customer service for enterprises worldwide. Their solution takes advantage of Microsoft Teams integration, Azure AI, and Azure OpenAI models to deliver AI-powered features like real-time call transcription, conversation summarization, agent assist, chat translation, and automated form filling from voice data. The platform enables companies to handle incoming calls efficiently via the Call Automation API, direct communication to the right agents, and enable rapid information capture and sharing. Deployments utilize Microsoft Copilot Studio for enhanced agent productivity within the Teams environment, driving faster response times and a better experience for both customers and service agents. Brands leveraging this technology, including Rabobank, DHL, Emirates, KPMG, Mazda, Deloitte, Aldi, Vodafone, and Zeiss, now benefit from streamlined communications, flexible omnichannel reach, and embedded contact center capabilities directly in Teams. The solution is available via Azure Marketplace, enabling customers to leverage Microsoft investments. Overall, the integration enhances customer experience, agent efficiency, and provides rapid, accurate customer interactions.

RabobankTech & Comms

Telkomsel, Indonesia’s largest mobile operator, faced challenges with rapidly expanding customer support demand across its diverse population of 279 million, speaking 700+ languages on 17,000+ islands. Traditional chatbot solutions failed to provide the personalized, empathetic communication essential to Indonesian culture, leading to overloaded support staff and high customer wait times.Seeking a scalable, multilingual solution, Telkomsel partnered with Microsoft, leveraging Azure OpenAI Service, Azure Machine Learning, and Azure Speech-to-Text. The company developed 'Veronika', a virtual assistant able to handle up to 5 million customer interactions monthly with accurate, human-like, and locally relevant responses.Veronika integrates FAQ data, advanced NLP, and empathetic communication, resulting in a leap in self-service interactions from 19% to 45%, a 140% increase in messages per user, and a dramatic decrease in daily live agent calls from 8,000 to 1,000. The virtual assistant improved agent experience, enabled increased cross-selling, and achieved industry recognition for innovative digital experience.The solution’s architecture accommodates Indonesia’s geographic and linguistic diversity, supporting multiple social media channels and future integrations of voice AI and multimodal features.Telkomsel’s experience with Microsoft AI technologies demonstrates the transformative impact of generative AI-powered agentic solutions on customer service operations and sets the groundwork for further innovations.

TelkomselTech & Comms

A consulting-led deployment of Dynamics 365 Contact Center has transformed customer service operations for an unspecified client, integrating AI-powered chatbots, virtual agents, and Copilot Studio across omnichannel customer engagement. The solution enables real-time sentiment analysis, multilingual support, and automated conversation summaries to streamline and enhance both agent and customer experiences. Key features include seamless integration with multiple engagement channels such as email, social media, live chat, and phone calls. Advanced AI capabilities provide real-time transcription, translation, and insights for supervisors, while agents benefit from comprehensive dashboards, call controls, and intelligent routing. A detailed implementation plan covers planning, customization, rigorous testing, training, and ongoing support. The outcome includes increased agent productivity, improved customer satisfaction, and a future-proofed platform prepared to adopt ongoing Microsoft enhancements.

Ally Financial aimed to improve the productivity and engagement of its customer service associates by reducing the time spent on manual note-taking after customer calls. The company implemented a generative AI solution powered by Azure OpenAI Service to automate the creation of call summaries in real time. This allowed associates to focus more on customer interactions, while still producing accurate and detailed documentation of each call. The project was developed collaboratively across technical, business, and customer service teams with rapid deployment, launching the first use case within eight weeks. Over 700 associates now benefit from the solution, reviewing and confirming generated summaries, which enhances both workflow efficiency and customer engagement. The system was refined through continual feedback and model fine-tuning, maintaining a strong focus on data security and privacy. With the automated process in place, Ally has already realized a 30% reduction in post-call effort, with aims for a 50% reduction while maintaining more than 85% accuracy in documentation. The case highlights successful cross-team collaboration and secure adoption of AI to solve a common call center challenge in the financial services industry.

Ally FinancialFinance

NTT DATA leverages Microsoft Azure AI Agents to automate repetitive, complex tasks across multiple sectors, including retail, banking, healthcare, logistics, and finance. The solution automates workflows like 24/7 customer support, coding assistance, project management, compliance documentation, route planning, medical diagnosis support, fraud detection, and investment risk analysis. Agents utilize retrieval-augmented generation (RAG) to connect data and provide accurate, contextually relevant responses. Key use cases include customer service transformation, development process automation, and sector-specific operational efficiency improvements. NTT DATA provides end-to-end deployment—scoping use cases, developing tailored deployment strategies, integrating Azure resources, and ongoing system support. The approach delivers cost-effective scalability, productivity gains, and operational insights by embedding AI-powered automation across enterprise functions and enhancing customer interactions and decision-making.NTT DATA’s Track and Trace Logistics Management Application showcases a practical industry use: built with Azure and GenAI, it provides logistics managers with a dashboard to monitor supply chains, prepare documents, and verify regulatory compliance. Customers benefit from less manual work and real-time data-driven decisions. The company boosts productivity by automating IT tasks and enables clients to use Copilot Studio to build their own agents and conversational interfaces for various business processes.The company’s global industry cloud platform, with over 500 prebuilt components, underpins these solutions. NTT DATA’s proven expertise as a Microsoft Azure partner is recognized in industry analyst reports. Ongoing management ensures ethical, secure operations and future scalability.By freeing human staff from routine work, NT DATA’s Azure AI agent solutions support a shift to more creative, strategic projects while reliably handling business-critical workflows around the clock.

Cepheo, a Scandinavian professional services and software firm, implemented a suite of AI-powered automation solutions for customers spanning technology and industrial sectors across Denmark, Sweden, and Norway.The firm targeted key business pain points including manual data management, customer support, procurement processes, and service request handling—all using Microsoft Azure, Dynamics 365, Power Automate, and Copilot.For a Swedish industrial manufacturer, AI was implemented to clean and standardize data across 45,000 product records, uncovering 2,000+ duplicates and 2,000 naming inconsistencies, dramatically improving reporting and operations.A Danish technology enterprise automated service request categorization with Power Automate and Azure AI, freeing agent capacity and improving accuracy while maintaining customer experience integrity.A Norwegian enterprise automated purchase order processing in Dynamics 365 with Copilot and Azure AI, cutting manual effort and increasing accuracy with no need for system replacement.Cepheo itself embedded Microsoft Copilot in Dynamics 365 for support operations, generating summaries, content, and automating agent tasks—delivering productivity improvements and enhanced service outcomes across their client base.

CepheoTech & Comms