JapanTechnology and telecom2025 – ongoingOBC
Company-wide Microsoft 365 Copilot and a Copilot Studio support assistant
OBC held about 90% monthly active use across 1,115 Microsoft 365 Copilot licenses
Problem
OBC wanted AI use to become routine across the company. Its support center, which was phone-based, struggled to find past cases and knowledge, and it paid for an external AI support service.
Approach
OBC started with a pilot of 50 users chosen with input from department heads, then rolled out Microsoft 365 Copilot company-wide. It gave licenses to 104 new hires and added 154 licenses for high-value departments. In-house, it built a support-center assistant with Copilot Studio in about six months and replaced the paid service.
Results
Takeaway
OBC valued the licenses with a dashboard simulation. The 575 million yen figure is an estimate of support value, not booked savings.
Categories
- Industry
- Technology and telecom
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft's customer story covers OBC's company-wide Copilot rollout after a 50-user pilot and a support assistant built with Copilot Studio. It gives 1,115 licenses, about 90% monthly active use, and an estimated six-month value of about 575 million yen against about 322 million yen in license cost. It also says the new assistant costs about half as much to run as the paid tool it replaced.
Full details are in the original sources.