SpainRetail and e-commerce2025 – ongoingEroski
Customer-service operations with Dynamics 365 Contact Center and Copilot agents
Microsoft reported a 10% reduction in Eroski's average handling time after its contact-center rollout
Problem
Eroski's service teams worked across separate systems and agencies. Multiple screens and manual processes made customer interactions harder to manage.
Approach
Eroski began a phased Dynamics 365 Contact Center rollout in February 2025. Microsoft partner Axazure helped build the service architecture and Copilot agents. The agents proposed review responses and supported service supervision, while Dataverse provided shared data.
Results
Takeaway
The reported improvements followed a combined change to channel integration and AI assistance. Microsoft did not isolate the contribution of individual agents.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Eroski's contact-center consolidation and deployed Copilot agents. It reported shorter handling times and fewer manual supervision tasks, alongside higher productivity.
Full details are in the original sources.
