Hong KongFinance and insurance2024 – ongoingAIA Group
Copilot summaries for customer-service agents
AIA Thailand reduced after-chat wrap-up time by almost 50% with Copilot conversation summaries
Problem
Service representatives manually searched scattered records and wrote summaries after customer chats.
Approach
AIA rolled out Copilot in Dynamics 365 Customer Service in Singapore and Thailand in 2024. Copilot generated case and conversation summaries for representatives to review and edit.
Results
Takeaway
AIA Thailand's measured saving covered after-chat documentation, including human review and tagging; the company did not quantify a reduction in total case-handling time.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described AIA's deployment of Copilot for contact-center work. It reported almost 50% less conversation wrap-up time at AIA Thailand, including review and tagging.
Full details are in the original sources.
