Dynamics 365

2 use cases using this technology

2published use cases

2industries

2countries on record

Generative AI

top AI capability

Evidence mix: High 2 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Industry

Country

2 use cases

InsuranceConversational AIGenerative AI

Zavarovalnica Triglav automates customer service with Azure OpenAI chatbot

Zavarovalnica Triglav, Slovenia's leading insurance and financial group, built its own chatbot using Azure OpenAI Service (rather than a public solution, to meet data protection regulations), trained on its company knowledge base, to draft responses to customer enquiries for agent review, automatically answering around 10% of queries directly. For the remaining queries, the company built automated ticket routing using Azure OpenAI Service to read enquiry content and direct it to the right department, reducing manual intervention by about 50% for certain request types. It also automated transcription and summarization of recorded customer communications and deployed a customer-facing chatbot on its website, with a voice bot for the call center in development.

Zavarovalnica Triglav· SloveniaAzure OpenAI Service · Dynamics 365 · Azure Bot Framework +1

Government & Public SectorGenerative AI

Aberdeen City Council saves $3M annually with Microsoft 365 Copilot rollout

Aberdeen City Council in Scotland, an 8,000-employee local government body serving 230,000 residents amid budget cuts and rising demand for health, mental health and housing services, deployed Microsoft 365 Copilot to 700 staff to automate repetitive administrative tasks like meeting minutes, reports, policy documents and translation. The council also piloted a Dynamics 365 telephony/Contact Center solution for personalized resident messaging via Facebook Messenger. The council reports a projected 241% ROI in time savings and productivity, saving an estimated $3 million annually, alongside gains in staff job satisfaction and faster delivery of priority resident services.

Aberdeen City Council· United KingdomMicrosoft 365 Copilot · Dynamics 365 Customer Service · Dynamics 365