ItalyFinance and insurance2026 – ongoingNexi
Copilot Studio agent for cardholder support
Nexi's website agent handled more than 3,000 daily interactions with 70% satisfaction, Microsoft reported
Problem
Nexi's support staff searched scattered documentation covering card products and operational procedures. Routine card requests also required access to internal systems.
Approach
Nexi built a website agent with Microsoft Copilot Studio and Azure AI services. It retrieved relevant documentation and connected to internal applications. Cardholders could use it for actions including blocking or reissuing cards.
Results
Takeaway
The agent combined document answers with card-service actions. Microsoft reported satisfaction and usage figures without describing the satisfaction measurement method.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Nexi's deployed cardholder support agent and its internal-system connections. It reported more than 3,000 daily interactions and a 70% satisfaction rate.
Full details are in the original sources.
