Dynamics 365 Customer Service

4 use cases using this technology

4published use cases

4industries

3countries on record

Generative AI

top AI capability

Evidence mix: High 4 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Industry

Country

4 use cases

TelecommunicationsGenerative AIConversational AI

KPN amplifies marketing and sales productivity with Microsoft 365 Copilot for Sales

Dutch telecom provider KPN implemented Microsoft 365 Copilot for Sales integrated with Salesforce CRM to automate lead qualification, deal intelligence, and proposal drafting, with a survey of 78 salespeople finding it saves each person nearly two hours a week and 69% of account managers reporting improved offer quality.

KPN· NetherlandsMicrosoft 365 Copilot for Sales · Dynamics 365 Sales · Dynamics 365 Customer Service +4

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

RetailConversational AIAgentic AINatural Language Processing

mobilezone's AI agents cut IT support resolution time in half and handle 1,600+ chats monthly

mobilezone AG, a Swiss telecommunications retailer with more than 125 physical stores, used Microsoft Copilot Studio with Dynamics 365 and Power Platform to build two AI agents: Mia, a customer-facing agent on its website, and Supporto, an internal IT service desk agent. Mia retrieves product and offer data in real time from Dynamics 365 via an MCP server and handles roughly 1,250 active chats per month across German, English, French, and Italian. Supporto, which went live in January 2026, gathers structured information conversationally to auto-generate IT support tickets and now handles all first-level IT service requests, reducing average IT resolution time by half. Together the two agents handle more than 1,600 conversations per month.

mobilezone AG· SwitzerlandMicrosoft Copilot Studio · Dynamics 365 Customer Service · Dynamics 365 Finance +2

Financial ServicesGenerative AI

Investec bankers save 200 hours a year with Microsoft Copilot for Sales

Investec, an international bank and wealth manager, was the first Microsoft customer to go live in production with Microsoft Copilot for Sales, rolling it out to 900 bankers in the UK. Copilot generates client history summaries and AI-powered email drafts inside Outlook and Teams, saving roughly 200 hours a year across the bank and shaving about 10 seconds off each post-call CRM update. Investec is extending the rollout to 700 bankers in South Africa.

Investec· United KingdomMicrosoft Copilot for Sales · Dynamics 365 Sales · Dynamics 365 Customer Service +2