Microsoft Entra ID
2 use cases using this technology
NewDay lifts generative AI agent-assist accuracy from 60% to over 90%
NewDay
NewDay, whose contact centre handles 2.5 million calls a year, built NewAssist, a generative AI assistant on Amazon Bedrock using Retrieval Augmented Generation, out of an internal hackathon. Through iterative experiments — including a custom parser for its knowledge base and injecting internal acronyms into prompts — NewDay raised NewAssist's accuracy from below 60% to over 90%, cut the average time to retrieve an answer from 90 seconds to 4 seconds, and rolled it out to over 150 agents, running on serverless AWS infrastructure for under $400 a month.
Banco Bradesco Streamlines Customer Service with Azure AI Foundry, Apps, and Databases
Banco Bradesco SA
Banco Bradesco, co-developing with Microsoft and Avanade, built Bridge, a multi-agent, technology-agnostic generative AI platform based on Azure OpenAI in Foundry Models, with governance standardized through Azure Red Hat OpenShift and Azure API Management for deployment and scaling. Bridge powers BIA for Customers and BIA Corporate virtual assistants across phone, chat and WhatsApp for roughly 74 million customers. Results include an 83% resolution rate for digital customer service, 80% for employee queries, 89% request retention, a more than 30% reduction in technology costs, product launches up to 10x faster, an 8x productivity increase in managerial efficiency, and a 65% efficiency gain in audit planning. Azure Cosmos DB processes more than two million requests and two billion inference tokens daily. The bank runs 10 large language models and at least 20 use cases in production, including MentorIA, which automates analysis of more than 18,000 collections calls per day.