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Use case
Faster fraud detection
Context

Pets at Home built an AI agent using Microsoft Copilot Studio integrated into its unified Azure data platform that consolidates disparate systems from its retail stores, online channel, veterinary clinics, and grooming services. This agent empowers the retail fraud detection team by rapidly scanning extensive transaction data to identify anomalies such as duplicate images in fraudulent claims, thereby streamlining fraud investigations. The implementation required minimal coding and seamlessly connected existing systems while ensuring strict data privacy within the company ecosystem.

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1
Use case
Faster personalized customer support
Context

Holland America Line developed a virtual agent called "Anna" using Microsoft Copilot Studio, which acts as a digital concierge on their website to support customers and travel advisors in booking cruises, managing existing bookings, and answering general questions.

Models/tools
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4
Use case
Accurate shipping invoicing
Context

Dow implemented Microsoft 365 Copilot to empower teams with AI-driven insights and automate freight invoice analysis. They deployed two supply chain agents – a prompt-and-response agent for real-time invoice review and an autonomous agent via Copilot Studio to process PDF invoices automatically, integrating these into logistics operations to optimize billing and cost management. This solution streamlined workflows and improved process accuracy across departments.

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2
Use case
Streamlined routine legal tasks
Context

Clifford Chance, a global law firm, adopted Microsoft 365 Copilot and Microsoft Viva to streamline tasks, automate processes, and enhance collaboration. Lawyers use Copilot to draft and manage emails, track new legislation, and ensure compliance, allowing them to focus on complex legal work. They are exploring Copilot Studio to create agents for compliance and other tasks.

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3
Use case
Optimizing departmental efficiency
Context

Microsoft utilizes Copilot and the new autonomous agents internally across sales, customer support, marketing, and HR departments. Their sales team uses Copilot to power insights and automate routine tasks, achieving a 9.4% increase in revenue per seller and closed 20% more deals. Customer support resolves cases nearly 12% faster, marketing saw a 21.5% increase in conversion rates on Azure.com with a custom agent assisting buyers, and HR improved answer accuracy by 42% with an employee self-service agent.

Models/tools
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3
Use case
Fragmented call center systems
Context

Qatar Charity partnered with Netways to implement INNOV8 for Copilot Studio on a unified cloud-based call center platform built on Microsoft Azure and Dynamics 365 Customer Service, consolidating disparate communication channels into one integrated interface. They leveraged low-code tools such as Microsoft Power Apps and Azure Logic Apps alongside AI-driven automation via Microsoft Copilot Studio and Azure AI Services to streamline call handling processes, consolidate data management, and reduce IT maintenance complexity.

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2
Use case
Rapid IT ticketing rollout
Context

Developed Ticket-Fox on Microsoft Power Platform to streamline IT service management across multiple countries and process areas with a user-friendly ticketing interface

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1
Use case
Modernize legacy system
Context

Migrated the data platform to Microsoft Azure by leveraging Azure Analysis Services, Azure Data Factory, Azure Databricks, SQL Database, Azure Storage, Event Hubs, and Microsoft Power BI to consolidate and optimize data for self-service reporting and to enable AI initiatives with Microsoft Copilot Studio.

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Use case
Modernized telephony systems
Context

Replaced legacy PBX infrastructure by deploying a cloud-based Microsoft Teams Phone and Teams Rooms solution with Direct Routing and Operator Connect, and initiated a trial of Microsoft Copilot to integrate generative AI in daily workflows and industrial process controls.

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2
Use case
Efficient internal info retrieval
Context

Nagel-Group uses Azure OpenAI Service to create NagelGPT, an AI chatbot integrated into Microsoft Teams, allowing employees to ask questions about topics like works agreements and sales contracts and receive automated responses with references to relevant documents, improving efficiency and transparency.

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4
Use case
Improved student support efficiency
Context

Milpark Education, a South African higher education provider, implemented Microsoft Dynamics 365 Customer Service and Microsoft's Digital Contact Center, utilizing AI capabilities like Microsoft Copilot to transform its student support services. They integrated communication channels and provided agents with AI-powered tools for better visibility into student queries.

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3
Use case
Simplifying access to city information
Context

MNP Digital partnered with the City of Burlington to create "CoBy," a digital assistant using Microsoft Copilot Studio. CoBy digests and summarizes information-heavy content to provide easy-to-understand responses, helping residents with questions about city services and regulatory requirements. The AI offers 24/7 support, improving customer service and access to local bylaws information.

Models/tools
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1
Use case
Simplifying student information access
Context

Victoria University of Wellington uses Microsoft Copilot Studio's generative AI capabilities to provide students with a 'single pane of glass' experience. The AI pulls from the University's data sources to deliver natural language answers to student queries, simplifying information access and enhancing the student experience. Over 90% of pilot participants reported positive feedback, and 95% said they would use the system again.

Models/tools
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1
Use case
Streamlining sales operations
Context

Lumen Technologies uses Microsoft Copilot for Sales and Microsoft 365 Copilot to automate routine tasks, boost productivity, and enhance customer service across its global operations. By reducing time spent on customer research from 4 hours to 15 minutes, the AI implementation is projected to generate an additional $50 million in revenue over a year.

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2
Use case
Streamlined manual workflows
Context

Adopted Power Platform to create a suite of automation solutions across departments by establishing an Automation Center of Excellence. The framework leverages low-code Power Automate flows integrated with AI-driven copilots (via Microsoft Copilot Studio) to handle ticket refunds, email inquiry categorization, and invoice processing.

Models/tools
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2
Use case
Providing personalized product recommendations
Context

HP uses Microsoft Copilot Studio to provide personalized product recommendations on its website. Small business customers can use natural language to find the best products for their needs, reducing the number of clicks compared to traditional methods. This enhances the user experience and builds trust by offering real-time responses using Generative AI.

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1
Use case
Creating a self-service postal assistant
Context

An Post uses Microsoft Copilot Studio to create a self-service digital assistant that helps customers get answers to questions about postal products, track packages, and enhance efficiency, supporting their digital strategy and improving the customer experience.

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1
Use case
Enhancing customer engagement with AI concierge
Context

Holland America Line, in partnership with Acuvate, uses Microsoft Copilot Studio's generative AI to power an online concierge. This AI-driven solution assists customers throughout the booking journey, handling inquiries about room options, packages, and entry requirements. Acuvate's involvement ensures seamless integration and optimization, improving customer engagement and satisfaction while driving revenue growth.

Models/tools
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1
Use case
Accelerating building permit approvals
Context

RSM partnered with the City of Kelowna to streamline the building permit process using Microsoft Copilot Studio. The interactive AI chatbot asks users natural language questions about their projects and passes the information via Power Automate to Power Apps, which auto-fills forms. Initially focused on swimming pool permits, the solution will expand to cover all types of permits, reducing approval times from months to days.

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