More than 800 customer service queries arrived every day about invoicing, pricing, orders and deliveries. Each one was handled by hand, consuming over 6,000 customer-service days and leaving customers waiting on answers that lived in other systems.
What we built- Intelligent triage classifies every case and decides what goes straight to processing and what needs a person in the loop.
- A generative AI assistant, grounded in the standard operating procedures, sits inside Dynamics 365 and drafts responses for service representatives.
- Sentiment analysis and entity extraction prioritise cases and capture structured data from free text.
- A knowledge manager answers common questions from a central repository, with live lookups of order status, invoices, pricing, delivery estimates and proof of delivery in SAP.
- Production safeguards: a case-router service with fallback handling, rate limiting and token caps.
- Resolution times fell by 40%.
- Customer satisfaction scores rose by 20%.
- The hub now supports more than 22,000 interactions a month across global teams.