Service that is ready when customers need it.

01 / Customer experience

Situation

As a global enterprise managing millions of customer interactions, the client was under mounting pressure to deliver efficient, consistent, and always-available support. Customers expected quick answers and seamless digital experiences, but the existing support model struggled to meet those demands. Service teams were spending a large portion of their time responding to repetitive inquiries, while complex cases were left waiting in the queue. Escalation processes required customers to provide the same details multiple times, creating frustration and delays. At the same time, knowledge gained from resolved cases was not systematically captured, meaning similar issues had to be solved repeatedly. With growing service volumes, rising expectations, and limited scalability in the traditional model, the organization recognized the need for an AI-driven solution.

02 / Customer experience

The challenge

Service teams were managing a constant stream of routine questions such as billing inquiries, password resets, and service status updates. These could have been resolved through automation or self-service, but instead slowed response times and diverted skilled agents away from complex or high-value cases.

The quality of support varied depending on which agent was available, their expertise, and their workload. Customers often received different answers to the same question, creating confusion, undermining trust, and reducing overall confidence.

Escalation processes placed too much effort on customers, requiring them to repeatedly provide account details and issue descriptions. Agents spent additional time on manual administrative tasks instead of resolving issues.

Valuable insights from resolved cases were rarely captured in a structured way. Information often remained locked in emails, personal notes, or siloed systems, making it difficult to reuse.

Without AI-powered support, the organization could not provide round-the-clock assistance. Customers in different time zones faced delays waiting for business hours, limiting their ability to resolve issues quickly.

03 / Customer experience

The solution

The utilities provider implemented a comprehensive AI-powered solution leveraging Microsoft Copilot Studio, Dynamics 365 Customer Service, Power Automate, Power Pages, and AI Builder to automate routine inquiries, streamline escalations, and provide 24/7 customer support.

• Microsoft Copilot Studio - AI-First Support — Deployed an intelligent conversational AI as the first line of support, capable of understanding customer queries and providing instant, accurate answers for common issues without requiring agent intervention.
• Power Automate & Dynamics 365 - Seamless Escalation — Integrated intelligent workflows that seamlessly transition unresolved queries into Dynamics 365 cases. The system automatically preserves conversation context and customer details, eliminating repetitive data entry.
• Power Pages & AI Builder - Always-On Access — Embedded Copilot directly into customer-facing Power Pages portals and leveraged AI Builder to automatically generate knowledge articles from resolved cases, extending support around the clock.

04 / Customer experience

Key outcomes

• Accelerated query resolution - Routine inquiries that previously took minutes are now resolved instantly by Copilot, dramatically reducing average handling time.
• Streamlined escalation - AI-assisted case creation streamlines information capture and routing. Agents spend less time on administrative work and more time resolving issues.
• Elevated agent productivity - By removing the burden of repetitive inquiries, agents now dedicate more time to complex, high-value cases and focus on meaningful work.
• Intelligent knowledge management - Every resolved case is automatically summarized into a Knowledge Article using AI Builder, creating a reusable knowledge base.
• Enhanced customer satisfaction - Faster answers, reduced effort in escalation, and 24/7 availability have driven measurable increases in satisfaction scores (CSAT) and Net Promoter Score (NPS).
• Future-ready scalability - By automating routine tasks and knowledge management, the organization no longer scales support costs linearly with customer demand.

05 / Customer experience

Overall business impact

The AI-powered customer service transformation delivered measurable business growth through operational efficiency, customer satisfaction, and agent engagement. The organization is now positioned to scale services sustainably and maintain competitive advantage through intelligent automation.