AI use cases for Customer Service & Support
51 documented implementations
Enterprise Bot moves its generative AI bot platform to Amazon Bedrock and reaches 84 percent accuracy
Swiss enterprise generative AI company Enterprise Bot migrated its AI workloads from a previous cloud provider to AWS and adopted Amazon Bedrock with Anthropic's Claude 3, putting the new system into production in fewer than five months. The AWS case study reports 84 percent accuracy, 10.5 percent higher than competing AI providers, with its bots handling 60-80 percent of customer service queries autonomously and data kept in secure AWS Regions.
Air France-KLM's EyeLevel RAG chatbot hits 96.2% accuracy on airline policy questions, beating its 60% target
Air France/KLM identified airline customer service as a prime use case for generative AI, with a goal of a chatbot trained on thousands of policy documents that could help customer service agents answer traveler questions in seconds. In a three-month test, EyeLevel.ai ingested PDF documents about KLM and Air France services into its retrieval-augmented generation platform; Air France/KLM experts wrote questions, reviewed responses and scored accuracy against the source documents. After an optimization process tuning style, formatting and tone, the assistant reached 96.2% accuracy against a 60% proof-of-concept target.
Air France-KLMEyeLevel.ai RAG platformVirgin Money's AI Assistant Redi Drives 54% Engagement on Outbound Messages
Virgin Money partnered with Microsoft to build Redi, an AI-powered assistant using Microsoft 365 Copilot and Microsoft Copilot Studio that consolidates multiple virtual assistants into one solution for real-time customer support, proactive outbound messaging such as replacement-card notifications, and intelligent automation. Engagement for these outbound messages sits at around 54%, and of those who engage, 97% complete the journey.
Virgin Money· United KingdomMicrosoft 365 Copilot · Copilot Studio · Microsoft Power Automate
Orange France runs generative AI use cases on Azure OpenAI Service and GitHub Copilot, cutting fiber ticket analysis from 20 minutes to under 3
Orange France set up a dedicated generative AI program using Microsoft Azure OpenAI Service, with data hosted in Europe, and GitHub Copilot for 200 developers. More than forty use cases are in development and around ten have been implemented within business teams, including rewriting more than 30,000 customer FAQ answers, generating product sheets for Orange boutiques, a marketing research search engine, and synthesizing fiber after-sales intervention tickets, which reduces analysis time from 20 minutes to less than 3 minutes.
Orange France· FranceAzure OpenAI · GitHub CopilotGradient Labs achieves 80-90% support resolution rates for banks with Claude-based AI agents
Gradient Labs built an AI customer support platform for regulated financial institutions that uses Claude for intent classification, standard-operating-procedure execution and response generation grounded in a knowledge graph. Rather than automating only simple queries, the platform resolves 80-90% of complex customer support queries end to end without human intervention, with customer satisfaction outcomes as high as 98%, and can automate almost 80% of tasks within customer support and operations functions.
Gradient LabsClaudeFiserv saves 12,000 hours a year automating merchant category code validation with UiPath GenAI
Fiserv used UiPath Robots combined with UiPath GenAI Activities to automate its merchant category code (MCC) validation process: robots extract merchant details from the database, cross-check them via a Bing API, and select correct MCC codes using generative AI prompts, with UiPath Autopilot troubleshooting the automation workflows. The deployment saves 12,000 hours per year, achieves a 98% end-to-end process automation rate for the new MCC use case, and has also reduced customer service representative call handling time.
FiservUiPath Robots · UiPath GenAI Activities · UiPath Autopilot +2HBX Group Automates B2B Travel Support with Google Cloud Contact Center AI and Gemini
HBX Group, a Spain-based B2B travel distribution platform connecting 60,000 travel distributors to providers in 190 countries, worked with Google Cloud partner Ayesa Digital to build an omnichannel support system on Google Cloud Contact Center AI, Dialogflow CX, ADK, and Gemini, integrated with Vonage telephony and Salesforce CRM. The system now classifies all customer service requests by category and sentiment, provides 24x7 local-language coverage via LLM two-way real-time translation, autonomously handles more than 30% of repetitive cases such as fee waivers, and automates 18% of high-volume live phone interactions through an intelligent voice channel, with a target of 80% of interactions passing through AI-automated resolution by late 2026.
HBX Group· SpainGoogle Cloud Contact Center AI · Dialogflow CX · Gemini +4
Wonderful cuts enterprise customer service costs up to 70% with multilingual Gemini voice agents
Wonderful built enterprise-grade AI agents on Google Cloud's Gemini and Vertex AI that operate across voice, text, and email in dozens of languages and local dialects, expanding across EMEA markets including Arabic, Czech, French, Greek, Dutch, and Italian. Early deployments let contact centers handle thousands of simultaneous conversations, cutting enterprise costs by around 70% per minute of AI-handled call or chat, and one banking client built a promotional AI agent in four days versus the weeks it would have taken 50 people previously.
Absa Group deploys Agentforce to double contact center productivity and speed debit order reversals 88%
Absa, South Africa's #2 bank serving 10 million customers across 15 African countries, deployed Salesforce Agentforce with Data 360 to replace a menu-driven chatbot with a conversational assistant that guides business banking customers through loan options, account questions and application forms. Absa expects the deployment to double the impact of its 5,000 contact center reps, cut debit order reversal handling from 30-45 minutes to under 5 minutes (an 88% speedup), and automate up to 50% of fraud-related service requests.
Absa Group· South AfricaAgentforce · Salesforce Data 360 · Financial Services Cloud +1
Ophelos uses reinforcement learning and NLP to modernize debt collection
Ophelos, a debt-collection technology company, built the Ophelos Decision Engine, a fully automated ML-powered outbound communication strategy using reinforcement learning to send the best message to each customer at the right time to help resolve their debt, on the Databricks Data + AI Platform with MLflow and Feature Store. It also built OLIVE (Ophelos Linguistic Identification of Vulnerability), an NLP model served via MLflow that scans inbound customer communications to identify people in vulnerable situations. The Decision Engine drove a 25% increase in customers resolving their debts, with 88.3% of customers self-served and 89% rating their experience 4 or 5 stars.
OphelosDelta Lake · MLflow · Databricks Photon +1
Chronograph reaches 100% employee adoption of Claude Enterprise across its private equity platform
Chronograph, a portfolio monitoring and analytics platform serving institutional private equity investors, rolled out Claude Enterprise to its 150-plus employees, reaching 100% adoption with 80% daily active usage. New hires now contribute by their second week versus more than two months previously, and the company built a Chronograph MCP server so private equity clients can connect portfolio data directly to Claude for fund performance and exposure analysis.
ChronographClaude Enterprise · Model Context Protocol (MCP)Pandora Builds AI Shopping Agent Gemma and Service Agent Clara with Agentforce
Jewelry brand Pandora built two Agentforce AI agents: Gemma, a personal shopper that reasons across Commerce Cloud order history, Bloomreach recommendation data and Databricks insights via Data 360 to make tailored jewelry recommendations in a warm, in-store-like tone, and Clara, a customer service agent built with Salesforce Professional Services and Publicis Sapient that answers "Where is my order?" requests and FAQs, deflecting 60% of cases.
Finnair's AI Agent Sisu Resolves 80% of Customer Service Chats with Agentforce
Finnair built Sisu, an AI agent powered by Salesforce Agentforce, to instantly answer customer questions about luggage, check-in and flight extras on its website and app, unifying data from Service Cloud, Amadeus reservations and Finnair Plus loyalty details via Data 360, and escalating complex cases to reps with full context, resolving 80% of customer service chat inquiries.
Finnair· FinlandAgentforce · Data 360 · Service CloudBelfius Migrates from Scripted Bot to a Mistral Large-Powered Multilingual Customer Chatbot
Belfius, a leading Northern European digital bank, replaced its pure scripted bot platform with a chatbot built on Mistral Large, offering a personalized experience in Dutch, French, and English. Mistral also supported Belfius's guard-railing strategy with expert support and testing datasets, improving customer interaction efficiency and satisfaction.
BelfiusMistral Largei-Tom Solutions Scales Customer Support for Romanian SMBs with a Generative AI Assistant on Amazon Bedrock
Romanian SaaS invoicing provider i-Tom Solutions, which serves over 170,000 SMBs through its FGO platform, worked with AWS Partner Auvaria to build a retrieval-augmented generation support assistant on Amazon Bedrock, using AWS Lambda for document processing and Amazon OpenSearch Service for semantic search. After a 4-5 week proof of concept, the assistant went from POC to live production deployment in one week and now handles hundreds of customer inquiries per day, including out-of-hours queries, without expanding the human support team.
Sopra Steria builds turnkey virtual assistant on IBM Watson for European public and private clients
European digital transformation firm Sopra Steria evaluated 15 AI virtual assistant solutions and chose IBM watsonx Assistant, IBM Watson Language Translator, Natural Language Understanding, and Text to Speech to build an intelligent virtual assistant accelerator engine now running at 10 production sites across Europe. The first implementation, a central digital billing portal for the French government, handled more than 75,000 conversations and 340,000 requests to watsonx Assistant in its first month, resolving 80% of inquiries without human agents, and later scaled from 450,000 to more than 1.5 million users.
Sopra Steria· FranceIBM watsonx Assistant · IBM Watson Language Translator · IBM Watson Natural Language Understanding +3
City of Helsinki pilots watsonx.ai for multilingual customer care chatbot translation
The City of Helsinki collaborated with IBM Client Engineering and IBM Consulting on a Proof of Value testing whether IBM watsonx.ai could translate foreign-language questions into Finnish for its customer care chatbot, which supports Finnish, English, and Swedish. Watsonx.ai scored 0.90 on the COMET machine-translation metric for English-to-Finnish translation (versus 0.91 for the incumbent system) and 0.87 for Swedish-to-Finnish (versus 0.86), performing on par with the city's existing translation solution.
City of Helsinki· FinlandIBM watsonx.aiZingage cuts home care agency after-hours labor costs 82% with Claude-powered coordination agents
Zingage built an AI agent platform for home care agencies that operates directly inside agencies' electronic medical records, using Claude for structured tool calling and reasoning to handle caregiver call-outs, restaffing, and compliance documentation around the clock. At one Medicaid agency the system cut after-hours labor costs by 82% while maintaining 98% shift coverage, and a private-pay agency grew biweekly revenue 35% in six months by responding to after-hours client calls that previously went to voicemail. Average issue resolution time fell from 20-30 minutes of manual coordination to under 5 minutes.
ZingageClaudeCaixaBank unifies customer data with Salesforce Data 360 and Agentforce to cut support response time
CaixaBank, Spain's leading bank with over 20 million customers, deployed Agentforce and Data 360 on the Salesforce Platform to unify customer profiles, product data and interaction history across channels for its more than 38,000 employees. On its remote support team of 300+ employees, Agentforce streamlines call preparation with on-demand insights so managers can connect customers with a manager within two minutes, and intelligent document processing that previously took three to four months to build on another platform took about half an hour to build with Salesforce's Prompt Builder.
CaixaBank· SpainAgentforce · Salesforce Data 360 · Prompt BuilderLufthansa Group handles 16M+ conversations a year with Cognigy Self-Service AI Agents
Facing overwhelming call volumes during COVID-19, Lufthansa Group consolidated its customer service under Cognigy.AI to build Self-Service AI Agents that handle rebookings, travel info, alternative flight checks and refunds across Austrian, Lufthansa and SWISS. The AI Agents are deployed across websites and SMS links with multilingual support and real-time translation. Lufthansa now runs 16+ customer service AI Agents handling more than 16 million conversations per year, with peak days seeing up to 375,000 AI conversations, freeing human agents to focus on more complex issues.
Lufthansa GroupCognigy.AIVodafone amplifies call center innovation, customer service, and employee inclusion with Azure AI
Vodafone enhanced its TOBi virtual assistant with Azure OpenAI Service and built SuperAgent, a conversational AI search tool on Azure AI Foundry and Azure AI Search, piloted at its Corso, Italy call center; TOBi now handles nearly 45 million customer calls a month and fully resolves 70% of digital-channel inquiries, cutting average call times by at least a minute.
Vodafone Group· United KingdomAzure · Azure AI Search · Azure AI Studio +2Constantinople helps mid-market banks adopt AI using Amazon Bedrock
Financial services provider Constantinople built an AI-native banking platform on AWS using Amazon Bedrock, performing more than 8,000 daily data quality checks; at partner bank Tyro, AI-powered customer service automation resolves 68% of customer chats without agent involvement, and lending document review that once needed teams of about 30 people can now be handled by as few as two.
Puratos elevates customer engagement with Azure OpenAI Service chatbot
Belgian bakery ingredients company Puratos built Purabot, a generative AI chatbot on Azure OpenAI Service, to help customers navigate its complex product catalog; 42% of customers now use it to source product information and 21% to find recipes.
Puratos· BelgiumAzure OpenAI Service · AzureFirst West Credit Union accelerates service with Microsoft Copilot and AI agents
Canada's First West Credit Union deployed Microsoft 365 Copilot and built custom agents in Copilot Studio for research, retrieval and commercial banking workflows, reaching 93% employee adoption and a 90% weekly utilization rate, with one division president saying agentic AI lets his team operate with the effectiveness of a team nearly 40% larger.
Wondr Health scales trusted health coaching with Claude
Wondr Health, a digital behavior-based weight management program offered as an employer benefit, worked with AI engineering firm Blank Metal to build Wonda, an AI coaching layer running on Claude via Amazon Bedrock: Claude Opus 4.5 powers coaching conversation reasoning, Sonnet runs a parallel safety subagent that monitors every conversation turn and escalates risk to human coaches via Zendesk, and Haiku runs automated evaluations, with onboarding answers grounded in Wondr's curriculum through a RAG pipeline. Before launch, Wondr's clinical and coaching teams tested Wonda against more than 700 questions across six user personas. The AI coaching layer compresses onboarding that historically took a human coach 30 to 60 minutes into a 10-minute guided conversation.
Wondr HealthClaude Platform · Amazon Bedrock · LangGraph +2Agentforce on Help Handles Over 2 Million Conversations
Salesforce built Agentforce on Help, an AI agent on its Help site that answers customer service questions in natural language grounded in unified Data 360, using the Atlas Reasoning Engine to classify intent and orchestrate prompts and LLM calls. The agent has handled more than 2 million conversations, freeing human support engineers for complex issues. Its Japanese-language launch facilitated more than 50,000 conversations with a 77% resolution rate, and the agent now supports French, German, Italian, Japanese, Portuguese, and Spanish without human translation.
Salesforce· United StatesAgentforce · Data 360 · Atlas Reasoning Engine +1How CoreWeave used Cohere North to transform its customer support in 90 days
CoreWeave, a cloud computing company providing infrastructure for AI workloads, embedded Cohere's North agentic AI platform directly into its Slack-based support workflows, privately deployed inside its own data centers. North automates ticket triage, gathers customer context, and recommends resolutions. Within a few months, CoreWeave's mean time to resolution dropped from 4-8 days to 2-5 days, customer satisfaction scores reached 4.9-5.0, and routing accuracy improved, with the full transformation completed in 90 days.
Transforming banking for 6 million German customers on AWS with DKB
Deutsche Kreditbank AG (DKB), one of Germany's largest banks serving 6 million customers, migrated its digital banking platform including 84 databases, 130 APIs, and over 200 million objects to AWS using a phased strategy with AWS DataSync and AWS DMS. The bank now uses generative AI for a digital assistant in its banking platform, and the migration delivered up to 100% improvement in API response times, a 50% reduction in platform and operational costs, and a 25% decrease in mean time to resolve incidents.
SIGNAL IDUNA rolls out Gemini Enterprise to 10,000+ employees, cutting policy-document search errors 40%
SIGNAL IDUNA, a major German insurer, deployed Google Cloud's Gemini Enterprise app (internally 'Co SI') to over 10,000 employees and sales partners within six months, reaching 80% weekly active adoption. More than 100 internal AI champions built over 200 custom no-code agents in two weeks, including a message-routing agent that cut error rates by 40%. Co SI Health, built with Google Cloud, BCG and Deloitte using Document AI and Gemini models across 600+ insurance tariffs and thousands of policy documents, lets employees find answers in under 20 seconds and saw weekly usage grow 400% after the Gemini Enterprise rollout.
SIGNAL IDUNA· GermanyGemini Enterprise · Gemini Enterprise Agent Platform · Document AI +1Zavarovalnica 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 +1MediaMarktSaturn's MyBuddy voice AI agent empowers retail store associates
MediaMarktSaturn, one of Europe's leading electronics retailers, developed MyBuddy, a multi-language, real-time, voice-enabled in-ear AI agent built on Azure OpenAI in partnership with Accenture and Avanade. It lets store associates in Germany ask questions by voice and get instant, context-aware answers on product specs, warranty information and recommendations pulled from structured product databases and inventory systems in real time, without interrupting customer conversations or needing to type or look at a screen.
MediaMarktSaturn· GermanyAzure OpenAIEnabling business growth with happier consumers
Aditya Birla Fashion and Retail Ltd. (ABFRL) unified data from 4,000 retail locations onto the Databricks Data + AI Platform to power machine learning across markdown pricing, in-store recommendations, detractor segmentation via k-means clustering, and market basket analysis, achieving 20x faster ML serving for markdown models and cutting model development time in half. The company also uses LLMs to auto-generate product descriptions and NLP for sentiment analysis and topic classification of customer feedback.
Thrifty Car Rental UAE reduces ID check times to seconds with AI from OCI
Thrifty Car Rental UAE, part of the ARENCO Group, implemented an AI-powered, real-time KYC automation solution on Oracle Cloud Infrastructure, using OCI Enterprise AI and OCI Document Understanding for document extraction, validation and anomaly detection on passports, Emirates IDs and driving licenses. Going from concept to rollout in four weeks, document verification time fell from several minutes per customer to under five seconds, enabling higher throughput without adding staff.
IDIKA helps Greek citizens access healthcare with Oracle-powered MyHealth app
IDIKA, Greece's government-owned national health IT organization, built the MyHealth app on Oracle Cloud Infrastructure Kubernetes Engine, using dedicated AI clusters running the Cohere Command A model with retrieval-augmented generation to instantly surface each citizen's appointments, test results, vaccination history, reminders, prescriptions and referrals in Greek. More than 1.5 million Greek citizens have adopted the app.
IDIKA· GreeceOracle Cloud Infrastructure (OCI) Kubernetes Engine · Cohere Command A · Retrieval-Augmented Generation (RAG)SCAN Health Plan uses NLP and ML models on Databricks to reduce voluntary disenrollment among senior members
SCAN Health Plan built an Insights Platform on the Databricks Data + AI Platform to analyze unstructured data such as call center notes and medical charts with NLP. A model that identified members likely to ask about primary care physician reassignment let SCAN intervene early, decreasing disenrollment of newly enrolled members by 3.6%, and a related model reduced disenrollment during annual enrollment by 4.59%.
Grainger builds a GenAI RAG-powered product search to help call center agents navigate 2.5 million products
Grainger implemented a retrieval augmented generation (RAG) search system on the Databricks Data + AI Platform, using Databricks AI Search and Model Serving to let customer service and sales teams retrieve accurate product information from a 2.5 million-item catalog with over 400,000 daily product changes, improving search recall and reducing errors for call center agents.
Cegid cuts support ticket volume 40% with generative AI virtual agent and Agent Assist
Cegid, a European leader in cloud management solutions, deployed Google Cloud Customer Engagement Suite with Google AI to transform customer support handling nearly one million annual interactions. A generative AI virtual agent answers customer questions 24/7 in natural conversational French, escalating complex issues to human advisors with a summarized ticket, while Agent Assist gives advisors instant access to relevant information and suggested responses. The project handles an average of 225 conversations per day with 93% response reliability, reducing support ticket volume by 17% overall and 40% in areas where the virtual agent is deployed.
Cegid· FranceGoogle Cloud Customer Engagement Suite with Google AI · Virtual Agent · Agent Assist +1Tamilnad Mercantile Bank uses agentic AI to automate finance, HR, and customer service
Tamilnad Mercantile Bank unified finance, HR, sales, and customer service on Oracle Fusion Cloud Applications, chosen for embedded agentic AI capabilities. Expense management, customer service, and payroll are now fully automated, and employees handle twice as many service requests in half the time.
Tamilnad Mercantile Bank· IndiaOracle Fusion Cloud ERP · Oracle Fusion Cloud HCM · Oracle CXJohnson Controls uses embedded AI and machine learning to shift field service from reactive to proactive
Johnson Controls connected service agents, field technicians, and building assets on Oracle Fusion Cloud Service and Field Service with embedded AI and machine learning, automating scheduling, optimizing technician routes, and monitoring equipment health in real time. Technicians receive IoT-driven alerts and asset context via mobile tools, and Oracle digital assistants handle routine inquiries. The system is used by more than 3,000 field personnel with 99% adoption, improving first-time fix rates and customer satisfaction.
Johnson Controls· United StatesOracle Fusion Cloud Service · Oracle Fusion Cloud Field ServiceAegean Airlines uses AI-guided orchestration to personalize passenger journeys
Aegean Airlines connected customer profiles via Oracle Unity Data Platform and used AI embedded in Unity to segment travelers and predict likely needs, such as compensation after a misconnection or targeted upgrade offers. Oracle Marketing then automates journeys across email, web, mobile, and service touchpoints in real time. Aegean saw a tenfold increase in personalization volume, 60% faster marketing analysis, 30% productivity increase, and 40% revenue increase from targeted campaigns.
Aegean Airlines· GreeceOracle Fusion Unity Data Platform · Oracle Fusion Cloud MarketingEmpowering technicians with instant answers and faster fixes
Lumen Technologies integrated GenAI into its Laser diagnostic tool using Databricks Model Serving with a hosted Llama 3.3 model, enabling technicians to get real-time diagnostics, resolution recommendations and ticket summarization, saving an estimated 3,675 hours annually.
Lumen TechnologiesDatabricks · Agent Bricks · Delta Lake +1Brain4Data boosts customer service with Oracle Database and Generative AI
Brain4Data, a German startup, built a GenAI-powered agent named Fred that uses retrieval augmented generation (RAG) over customer documents, databases, and ERP systems, powered by Oracle Database's native AI Vector Search and OCI Generative AI Service. Within a few months of deployment, Fred handled 80% of end-user requests. Brain4Data won the European Seal of Excellence from the European Innovation Council in early 2024.
Great Eastern drives efficiency and cost savings with Oracle Cloud
Great Eastern, a Singapore-based life insurer serving more than 16 million policyholders across Southeast Asia, migrated policy administration, finance, distribution, reporting, and rewards systems to Oracle Cloud Infrastructure with Oracle Autonomous AI Database on Exadata Cloud@Customer. The insurer is using native AI services such as Select AI, agentic AI, and AI-assisted development tools to improve productivity. Great Eastern increased revenue by 10%, improved efficiency by 50%, cut IT costs by 30%, and reduced turnaround times for some insurance processes from six to eight weeks to less than three days.
Great Eastern· SingaporeOracle Cloud Infrastructure · Oracle Autonomous AI Database · Oracle Exadata Cloud@Customer +3CZ Advances Healthcare with Data Intelligence
CZ uses the Databricks Data + AI Platform to unify vast healthcare data, calculate fair insurance premiums, automate quality claims checks, and deliver AI-assisted member support. By harnessing GenAI, collaborative analytics, and strong governance, CZ streamlines operations and improves affordable healthcare access for millions across the Netherlands.
Cosmo Fuels Digital Transformation With Databricks
Cosmo Energy chose the Databricks Data + AI Platform to unify siloed data, strengthen governance and enable AI-driven insights that improve customer engagement, operational efficiency and security, launching frontline analytics, predictive customer services and digital twin projects. The company trained 980 employees in data utilization in two years, surpassing its three-year goal.
Navy Federal Transforms Service With AI
Navy Federal Credit Union is reshaping banking for military members by unifying data and leveraging generative and agentic AI on the Databricks Data + AI Platform. By embracing AI-augmented workflows and upskilling teams, Navy Federal delivers customized services while streamlining productivity through responsible change management and data readiness.
Navy Federal Credit UnionDatabricksSandvik Revolutionizes Manufacturing with Microsoft AI Solutions
Sandvik, a Swedish manufacturing technology company, built the Manufacturing Copilot using Azure OpenAI Service and Azure AI Search to give employees and customers natural-language access to decades of product documentation, help files, and audio/video recordings across its CAD/CAM software brands (including Cimatron, GibbsCAM, and SigmaNEST). Rather than building separate solutions per product, Sandvik created a shared service with product-specific Copilots, each trained on brand-specific proprietary knowledge and supporting 19 languages with domain-specific translation algorithms. The tool is used internally in sales, customer support, and training, and was first launched across three CAD/CAM brands with a rollout planned to reach 400,000 users. Sandvik reports an average productivity gain of 20-30% (up to 50% for entirely new problems) and roughly 50% less time to onboard new salespeople.
Sandvik· SwedenAzure OpenAI Service · Azure AI Search · GitHub CopilotDiscover Financial Services Builds a Generative AI Solution on AWS for Faster Decision-Making and Time to Market
Discover Financial Services, a digital banking and payment services company, built an analytics workbench and unified data science workbench on Amazon EC2 (P3 and P4 GPU instances) so its data scientists could run machine learning and generative AI workloads, train large language models with sample sizes requiring up to 6 TB of memory, and deliver high-performance computing in the cloud. Model artifacts are stored in Amazon S3 and shared across engineering teams via Amazon EFS. Discover used the platform for use cases including sentiment analysis of customer service calls and a 'do not contact' model that classifies customers in near real time for customer care agents. Using feature embedding, the team reduced time to market from hours to minutes; parallel model training cut processing of 30 million records from days to hours, and sentiment analysis on a 57,000-record dataset dropped from hours to minutes. Discover reports 35% reduction in engineering and platform costs.
Discover Financial Services· United StatesAmazon EC2 · Amazon S3 · Amazon EFSAgent Bricks Gives Baylor a Direct Line to the Student Voice
Baylor University's Enrollment Management division built an agent workflow using Databricks Agent Bricks to review 100% of contact center calls about financial aid and student accounts, up from roughly 5% manual sampling. Call recordings are fed via API into a medallion architecture on Databricks; a Knowledge Assistant agent gives representatives instant policy guidance, and a Multi-Agent Supervisor evaluates calls against standard operating procedures, citing timestamps and sources. Supervisors also query call data via Databricks Genie in natural language. Unity Catalog and row-level security via Active Directory groups govern access to FERPA-protected student data. The system generates a daily summary report in about two minutes and enables faster, more consistent coaching for contact center staff.
Baylor UniversityAgent Bricks · Databricks Marketplace · Unity Catalog +1ABN AMRO's financial services digital transformation at a global scale with Databricks
ABN AMRO, the third-largest bank in the Netherlands, moved from a centralized on-premises data warehouse and siloed teams to the Azure Databricks Data + AI Platform, operationalizing it within a couple of months. The platform, using Delta Lake for reliable data pipelines and MLflow for deploying machine learning models, gave over 500 engineers, scientists and analysts shared access to data. ABN AMRO uses the platform for machine learning-based fraud detection to identify anomalous behavior such as money laundering, a marketing automation stack for faster, more relevant customer product recommendations, and a client dashboard giving support teams a near real-time view of customer assets and transactions. The bank delivered its use cases 10 times faster than with its previous infrastructure, with over 100 additional use cases planned.
ABN AMRO· NetherlandsDatabricks Data + AI Platform · Delta Lake · MLflow +2Zalando enhancies customer engagement and operational efficiency with Mistral
Zalando, a European e-commerce platform, integrated Mistral models hosted on AWS Bedrock into its platform to add natural language processing and machine learning capabilities. The integration supports personalized recommendations, improved customer service and streamlined operations for the retailer's shopping experience.
ZalandoMistral · Amazon Bedrock