AustraliaTechnology and telecom2026 – ongoingMacquarie Technology Group (Macquarie Cloud Services)
Customer Insights AI platform with a risk engine
Macquarie Cloud Services gave staff one AI view of each customer in Teams, with a risk engine that flags accounts
Problem
Customer information sat in separate places: contracts, billing, satisfaction scores, meeting notes and service interactions. Staff had to piece together a customer's situation themselves.
Approach
Macquarie Cloud Services built an internal platform that combines these sources into one view per customer. Staff ask plain-language questions in Microsoft Teams, such as what drives a customer's NPS score. A built-in AI risk engine reads service data and historical patterns and flags customers who may need attention before they raise concerns.
Results
No published figures
Takeaway
The company used the tool to spot unhappy customers early. It published no measures of the effect.
Categories
- Industry
- Technology and telecom
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIPredictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The company blog describes an internal Customer Insights platform in Teams that joins contract, billing, NPS and service data. It describes an AI risk engine that flags customers early. The post gives no AI performance figures.
Full details are in the original sources.