Generali France Rides the Wave of Microsoft 365 Copilot and Agentic AI with Microsoft
Generali · France
Generali France rolled out Microsoft 365 Copilot, Copilot Studio, and Azure OpenAI as part of its 'Boost 2027' strategic plan. 100% of employees have access to Copilot Chat and 3,700 use Microsoft 365 Copilot, with 70% of the workforce adopting it and generating an average of fifteen prompts per user per week. About fifty agents built with Copilot Studio address specialized cases including helpdesk operations. A 24/7 voice assistant resolves nearly 1.3 million calls (30% of requests) directly, with no human intervention. Generative AI also supports home insurance subscription, compliance beneficiary searches, and claims management, where 2.1 million operations were processed by RPA robots in 2024, including automated analysis of wall cracks during drought episodes (10% needing no human intervention) and recognition of more than 15 document types. Implementation was supported by Microsoft partner Avanade.
Overview
Generali France rolled out Microsoft 365 Copilot, Copilot Studio, and Azure OpenAI as part of its 'Boost 2027' strategic plan. 100% of employees have access to Copilot Chat and 3,700 use Microsoft 365 Copilot, with 70% of the workforce adopting it and generating an average of fifteen prompts per user per week. About fifty agents built with Copilot Studio address specialized cases including helpdesk operations. A 24/7 voice assistant resolves nearly 1.3 million calls (30% of requests) directly, with no human intervention. Generative AI also supports home insurance subscription, compliance beneficiary searches, and claims management, where 2.1 million operations were processed by RPA robots in 2024, including automated analysis of wall cracks during drought episodes (10% needing no human intervention) and recognition of more than 15 document types. Implementation was supported by Microsoft partner Avanade.
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Inspect the highlighted sourceThe challenge
Generali France ran nearly 300 RPA robots automating about 11% of its processes, but while efficient, their capabilities were limited, prompting the company to add a layer of generative AI as part of its 'Boost 2027' strategic plan to enhance customer and employee experiences.
The solution
Generali France rolled out Microsoft 365 Copilot, Copilot Studio, and Azure OpenAI as part of its 'Boost 2027' strategic plan, with implementation support from Microsoft partner Avanade. About fifty agents built with Copilot Studio address specialized cases including helpdesk operations. A 24/7 voice assistant resolves calls directly. Generative AI also supports the home insurance subscription process (an AI agent now manages on the client's behalf a process that previously required answering around thirty questions), compliance beneficiary searches, and claims management -- including automated analysis of wall cracks during drought episodes and recognition of more than 15 document types.
Reported business value
100% of employees have access to Copilot Chat and 3,700 use Microsoft 365 Copilot, with 70% of the workforce adopting it and generating an average of fifteen prompts per user per week. A 24/7 voice assistant resolves nearly 1.3 million calls (30% of requests) directly, with no human intervention. In 2024, 2.1 million operations were processed by RPA robots, including automated analysis of wall cracks during drought episodes (10% needing no human intervention). Compliance beneficiary-search identification within a year rose from 33% in 2017 to 88% in 2023, and unclaimed contracts fell from 15,705 in 2016 to 802 in 2023. Generali now tops Net Promoter Score rankings for customer satisfaction.
Sources
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