South AfricaEducation2024 – ongoingMilpark Education
Omnichannel student support desk with AI routing and Copilot
South Africa's Milpark Education resolves 80,000 cases in four months and halves average resolution time
Problem
Student queries came in through dozens of shared email inboxes, seven phone numbers and two web chat channels for about 20,000 students.
Approach
With partner Enterprisecloud, Milpark put all channels into Dynamics 365 Customer Service in three months, ahead of the intake season. AI routes cases to agent queues, a Copilot Studio voice menu handles calls and Copilot writes case summaries.
Results
Takeaway
Milpark combined its support channels and used AI to route inquiries and summarise cases. Microsoft reported a 50% cut in resolution time during the first four months but did not give the comparison period.
Categories
- Industry
- Education
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor's case study
Sources
Source summaries
Microsoft described how Milpark merged its support channels into one Dynamics 365 desk with AI routing and Copilot. It reports over 80,000 cases resolved and shorter resolution times.
Full details are in the original sources.
