{"slug":"nexi-builds-a-copilot-studio-conversational-agent-handling-more-than-3-000-customer-interactions-daily","url":"https://findausecase.com/use-cases/nexi-builds-a-copilot-studio-conversational-agent-handling-more-than-3-000-customer-interactions-daily","title":"Nexi builds a Copilot Studio conversational agent handling more than 3,000 customer interactions daily","description":"Nexi Group, a European PayTech company supporting cardholders and partner banks across 25 countries or regions, built a conversational agent on Microsoft Copilot Studio with Azure OpenAI and Azure AI Search RAG. It supports self-service actions such as blocking or reissuing cards, handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, and escalates to live agents in Genesys Cloud when needed.","company":"Nexi Group","industry":"Financial Services","aiCapabilities":["Conversational AI","Generative AI"],"technology":["Copilot Studio","Azure Cosmos DB"],"deployment":"Unknown","problemStatement":"Nexi's customer support teams relied on extensive documentation covering different card types, contractual conditions and operational procedures, spread across multiple sources, so human agents had to manually search for information, which increased handling time and made fast, accurate responses hard to deliver consistently.","solutionApproach":"Nexi built a conversational agent with Microsoft Copilot Studio and Azure services, deployed on its website. It uses a retrieval-augmented generation architecture with Azure OpenAI and Azure AI Search for document-based answers, Azure Functions to connect securely to internal systems for actions such as blocking or reissuing cards, and Power BI dashboards for analytics. Interactions are escalated to a live agent in Genesys Cloud when generative responses do not meet customer needs.","businessValue":"According to the case study, the agent handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, and has significantly reduced escalations to live agents. Nexi's contact center head says it reduced escalation rates and operating costs.","evidence":{"band":"high"},"sourceUrl":"https://learn.microsoft.com/en-au/power-platform/guidance/case-studies/nexi-revolutionizes-customer-support","dates":{"publishedAt":"2026-11-04T05:46:39.243Z","publishedAtSource":"pipeline","updatedAt":"2026-11-04T05:46:39.243Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/nexi-builds-a-copilot-studio-conversational-agent-handling-more-than-3-000-customer-interactions-daily. Bulk republication requires permission."}