​​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 that could automate routine tasks, empower agents, capture knowledge for reuse, and extend customer service beyond business hours.

​Challenges

High volume of repetitive queries

Service teams were managing a constant stream of routine questions—such as billing inquiries, password resets, and service status updates—that could have been resolved through automation or self-service. This slowed response times and diverted skilled agents away from complex or high-value cases where human expertise was most needed.

Inconsistent customer experiences

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 in the service experience.

Manual case management

Escalation processes placed too much effort on customers, requiring them to repeatedly provide account details and issue descriptions across multiple touchpoints. This added friction to the customer journey and delayed resolution, while agents spent additional time on manual administrative tasks.

Knowledge capture gaps

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. This forced the organization to resolve similar issues multiple times and limited the growth of a shared knowledge base.

24/7 Portal Access via Power Pages

Copilot is embedded directly into customer-facing Power Pages portals, extending access to AI-powered support around the clock. Customers can raise cases, check statuses, or search for knowledge articles without waiting for business hours or agent availability.

Benefits/Impacts

Accelerated query resolution

With Copilot Studio serving as the first line of support, customers receive real-time, AI-generated answers for common questions such as billing, account management, and service updates. This eliminates the need to wait in queues for simple inquiries and provides customers with a faster, more consistent digital experience. Customers benefit from instant clarity, while agents are freed from repetitive tasks.

Streamlined escalation

When an issue cannot be resolved through self-service, Copilot seamlessly transitions the interaction into a case within Dynamics 365. Customers no longer have to re-enter their details multiple times—a major pain point in the legacy model. Instead, the system automatically captures the context of the conversation, ensuring the handoff to agents is smooth, accurate, and customer-friendly.

Elevated agent productivity

By removing the burden of repetitive inquiries, service agents now dedicate more time to complex, high-value cases that require empathy, critical thinking, and deep expertise. This not only improves resolution quality for more challenging issues but also boosts employee satisfaction, as agents can focus on meaningful, impactful work instead of routine tasks.

Intelligent knowledge management

Every resolved case is automatically summarized and converted into a draft Knowledge Article using AI Builder. This ensures that valuable insights are not lost but instead become reusable assets. Over time, the organization builds a comprehensive knowledge base, enabling both customers and agents to access proven solutions faster and reducing redundancy in issue handling.

Continuous service improvement

The structured knowledge review process ensures every draft article is evaluated for clarity, accuracy, and completeness before being published. This creates a cycle of continuous learning and improvement, where the quality of responses is consistently elevated. As the knowledge base grows, future interactions become faster, more accurate, and more helpful for customers.

Always-on support

With Copilot embedded directly into Power Pages portals, customers have uninterrupted access to assistance regardless of geography or time zone. Whether it’s checking case status at midnight or submitting a service request over the weekend, customers no longer face delays tied to business hours. This round-the-clock availability has redefined accessibility and customer trust.

Future-ready scalability

By automating routine tasks and knowledge management, the organization no longer needs to scale support costs linearly with customer demand. As service volumes increase, the AI-driven framework absorbs much of the load, allowing the business to scale operations sustainably. This positions the organization to meet future demand without compromising service quality or incurring significant additional expense.

Outcomes (KPIs)

Accelerated query resolution

Routine inquiries that previously took minutes—or even hours during peak volumes—are now resolved instantly by Copilot. This has reduced the average handling time for basic queries dramatically, enabling the service center to process a significantly higher volume of interactions with the same resources.

Streamlined escalation

AI-assisted case creation streamlines the process of capturing customer information, summarizing conversations, and routing cases. As a result, agents spend less time on administrative work and more time resolving issues. Cases reach the right agent faster, reducing delays and improving resolution accuracy.

Elevated agent productivity

Each resolved case contributes automatically to a growing library of high-quality Knowledge Articles. What was once a manual, ad hoc process has become a structured, scalable knowledge management engine. This has strengthened self-service options for customers and enabled agents to resolve issues faster by drawing from a central, ever-expanding repository.

Intelligent knowledge management

Customers now benefit from faster answers, reduced effort in escalation, and the ability to get support anytime. This combination of speed, consistency, and accessibility has driven a measurable increase in satisfaction scores (CSAT) and loyalty indicators such as Net Promoter Score (NPS).

Continuous service improvement

With repetitive inquiries handled by AI, agents can focus on strategic and complex cases. This shift not only improves case outcomes but also enhances employee engagement by reducing monotonous workloads. Teams are more productive, more satisfied, and better aligned with delivering higher-value service.

Always-on support

Draft Knowledge Articles undergo AI-driven and human review before being published, ensuring that the organization delivers only accurate, consistent, and customer-ready content. This has led to higher trust in the knowledge base and stronger adoption of self-service channels.

Future-ready scalability

Customers can now engage with support portals at any time—day or night—and receive meaningful assistance. By removing the barrier of business hours, the company has significantly extended its global reach and improved the experience for customers in different time zones, ensuring they feel supported wherever they need help.