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Title
Generali France Rides the Wave of Microsoft 365 Copilot and Agentic AI with Microsoft
Generali France rides the wave of Microsoft 365 Copilot and agentic AI with Microsoft | Microsoft Customer Stories This is the Trace Id: 37be949e4e21a07b89d96c6567eb…
Description
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.
…ce.” Generali has given every employee the opportunity to access generative AI. 100% of employees now have access to Copilot Chat , and 3,700 of them benefit from Microsoft 365 Copilot to enhance their daily office tasks. “70% of our workforce have adopted the application in their roles, generating a…
Company
Generali
…s those from Microsoft is fundamental," he concludes. Discover more details CUSTOMER Generali PARTNER Avanade PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Azure O…
Industry
Insurance
…e BUSINESS NEED Customer experience Employee experience Security Sustainability INDUSTRY Insurance Share the story Explore related stories /h2> "> Explore related stories Stories…
Country
France
…osoft 365 Copilot Chat SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION France BUSINESS NEED Customer experience Employee experience Security Sustainability I…
Problem
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.
…cuments sent by clients and ensuring their completeness. "On a daily basis, we work with nearly 300 robots responsible for automating 11% of our processes," explains Zineb Taleb, "and while they are efficient, their capabilitie…
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.
…assistant, capable of reassuring claimants before a human steps in. The result? Nearly 1.3 million calls—representing 30% of requests—are resolved directly by clients, with no human intervention needed. This is a real boon for teams whose quality of work life conditions improve, es…
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.
…At the same time, the home insurance subscription process has been simplified: instead of answering around thirty questions, clients can now hand over to an AI agent who manages the process on their behalf. Compliance, a key issue in the insurance sector, is not left behind. Here, AI e…
Onboarding approach
Support programmes targeting all business lines have been launched, from 'prompt bars' and 'office coffees' to training led by the Generali Academy, alongside deployment of technical teams by Microsoft and adoption efforts from 300 company ambassadors.
…ng a federative, controlled and ethical technological approach In this context, support programmes targeting all business lines have been launched, from "prompt bars" and "office coffees" to training led by the Generali Academy. Not to mention the deployment of technical teams by Microsoft, and the awarenes…
Technology
Microsoft 365 Copilot, Copilot Studio, Azure OpenAI, Microsoft 365 Copilot Chat
…tal," he concludes. Discover more details CUSTOMER Generali PARTNER Avanade PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Azure OpenAI Microsoft 365 Copilot Chat SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION France…
Applicable regulations
EU AI Act
…é, "the group is moving in this direction and we are very proud of it." Generali France also places a premium on practising ethical and responsible AI, fully aligned with the AI Act. "This is inseparable from our innovation approach. We carefully analyse our…
Deployment options
cloud
…tal," he concludes. Discover more details CUSTOMER Generali PARTNER Avanade PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Azure OpenAI Microsoft 365 Copilot Chat SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION France…
AI capabilities
Generative AI, Agentic AI, Conversational AI, Intelligent Automation
…rates easily into our ecosystems and information sources,” says Emmanuel Néré, “the agents we create with this tool truly help employees manage their operations.” About fifty agents have been deployed to address more specialized cases. Colla…
