Case studies and success stories in virtual agent implementation

The following case studies provide examples of how the features addressed in this chapter can be leveraged for real-world applications.

Case study 1 – Retail giant enhances customer experience with AI virtual agents

Background: A leading global retail chain faced challenges managing customer inquiries, especially during high-traffic seasons such as holidays, leading to long wait times and diminished customer satisfaction.

Implementation:

The company implemented virtual agents powered by MS Copilot within their Dynamics 365 customer service system.

These virtual agents were designed to handle a wide range of customer inquiries, from tracking orders to handling returns and exchanges.

Outcomes:

• Improved response times: The virtual agents significantly reduced response times. Customers received instant replies to common queries, which previously took minutes or even hours.
• Increased customer...