Source proof for Nexi builds a Copilot Studio conversational agent handling more than 3,000 customer interactions daily

…complex, time-consuming, and error-prone. To modernize its service experience, Nexi built a secure, AI-powered conversational agent by using Microsoft Copilot Studio and Foundry Tools (formerly known as Azure AI services). The solution streamlines customer interactions, reduces contact center workload…

…chat with an advanced agent powered by algorithmic and generative intelligence. Today, the agent handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, significantly reducing escalations to live agents. By combining intelligent document retrieval, secure system integration, and adv…

…port with Copilot Studio Feedback Summarize this article for me In this article Nexi Group , Europe's leading PayTech company, supports cardholders and partner banks across 25 countries or regions, representing about 65 percent of European card-based consumption. Operating at…

…chat with an advanced agent powered by algorithmic and generative intelligence. Today, the agent handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, significantly reducing escalations to live agents. By combining intelligent document retrieval, secure system integration, and adv…

…lligent document retrieval : To overcome limitations of basic document uploads, Nexi implemented a retrieval-augmented generation (RAG) architecture using Azure OpenAI and Azure AI Search. Documents are stored in Azure Storage and indexed with custom metadata—such as…

…act with the agent using natural language and access self-service capabilities. It securely integrates with internal systems to support end-to-end processes such as blocking or reissuing cards and listing transactions, providing structured access to card services. The following image shows how th…

…rends. The analytics layer supports both governance and continuous improvement. When AI-generated responses don't fully meet customer needs, Copilot Studio seamlessly escalates the interaction to a live agent in Genesys Cloud, preserving conversation context. The following image shows one of the dashboards. The workflow is as follows: A…

Nexi Group revolutionizes customer support with Copilot Studio - Power Platform | Microsoft Learn Skip to main content Skip to Ask Learn chat…

…port with Copilot Studio Feedback Summarize this article for me In this article Nexi Group , Europe's leading PayTech company, supports cardholders and partner banks across 25 countries or regions, representing about 65 percent of European card-based consumption. Operating at…

…out-of-the-box options for deeper visibility and reporting. Business challenges Nexi's customer support teams relied on extensive documentation covering different card types, contractual conditions, and operational procedures. Because this information was spread across multiple sources, human agents had t…

…ering different card types, contractual conditions, and operational procedures. Because this information was spread across multiple sources, human agents had to manually search for information when assisting customers. This process increased handling time and made it difficult to consistently deliver fast, accurate responses. Recognizing the need for better self-service capabilities without compromising…

…ocesses into a conversational experience that could scale with demand. Solution Nexi's conversational agent is deployed on their website, https://www.nexi.it/ . Cardholders can interact with the agent using natural language and access self-…

…lligent document retrieval : To overcome limitations of basic document uploads, Nexi implemented a retrieval-augmented generation (RAG) architecture using Azure OpenAI and Azure AI Search. Documents are stored in Azure Storage and indexed with custom metadata—such as…

…ents overlap. Secure internal systems integration : For transactional requests, the agent routes conversations to Azure Functions, which connect securely to Nexi's internal web services. Azure Key Vault manages secrets, while Azure Cosmos DB stores logs and audit re…

…try is captured through Azure Monitor, Application Insights, and Log Analytics. These signals are consolidated and visualized in Power BI dashboards, providing real-time visibility into performance, customer satisfaction, and operational trends. The analytics layer supports both governance and continuous improvement. When A…

…rends. The analytics layer supports both governance and continuous improvement. When AI-generated responses don't fully meet customer needs, Copilot Studio seamlessly escalates the interaction to a live agent in Genesys Cloud, preserving conversation context. The following image shows one of the dashboards. The workflow is as follows: A…

…chat with an advanced agent powered by algorithmic and generative intelligence. Today, the agent handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, significantly reducing escalations to live agents. By combining intelligent document retrieval, secure system integration, and adv…

…custom security roles, streamlining changes without requiring IT intervention. By using generative AI responses and enabling self-service, this solution significantly reduced the escalation rates. It didn't just enhance our brand reputation for digital services, it also improved the overall user experience while reducing operating costs. — Clemente Pescatore, Global Head of Contact Center & RPA Factory Personalized and authenticated experiences The agent supports user authenticati…

…complex, time-consuming, and error-prone. To modernize its service experience, Nexi built a secure, AI-powered conversational agent by using Microsoft Copilot Studio and Foundry Tools (formerly known as Azure AI…

…custom security roles, streamlining changes without requiring IT intervention. By using generative AI responses and enabling self-service, this solution significantly reduced the escalation rates. It didn't just enhan…

…complex, time-consuming, and error-prone. To modernize its service experience, Nexi built a secure, AI-powered conversational agent by using Microsoft Copilot Studio and Foundry Tools (formerly known as Azure AI services). The solution streamlin…

…ecurely to Nexi's internal web services. Azure Key Vault manages secrets, while Azure Cosmos DB stores logs and audit records for traceability. This integration layer enables the agent to automate sensitive operations, such…

…chat with an advanced agent powered by algorithmic and generative intelligence. Today, the agent handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, significantly reducing escalations to live agents. By combining intelligent document retrieval, secure system integration, and adv…

…exi's conversational agent is deployed on their website, https://www.nexi.it/ . Cardholders can interact with the agent using natural language and access self-service capabilities. It securely integrates with internal systems to support end-to-end processes su…