Source-led brief
Title: Nexi Group revolutionizes customer support with Copilot Studio - Power Platform
To modernize its service experience, Nexi built a secure, AI-powered conversational agent by using Microsoft Copilot Studio and Foundry Tools (formerly known as Azure AI services). The solution streamlines customer interactions, reduces contact center workload, and strengthens Nexi’s digital service reputation. Nexi was among the first to adopt generative AI, complementing its human‑assisted chat with an advanced agent powered by algorithmic and generative intelligence.
Today, the agent handles more than 3,000 customer interactions daily with a 70 percent satisfaction rate, significantly reducing escalations to live agents. By combining intelligent document retrieval, secure system integration, and advanced analytics, Nexi has redefined how card services are delivered. This approach improves customer experience, lowers operational costs, and establishes a scalable foundation for autonomous, multi-agent innovation.
Nexi’s customer support teams relied on extensive documentation covering different card types, contractual conditions, and operational procedures. Because this information was spread across multiple sources, human agents had to manually search for information when assisting customers. This process increased handling time and made it difficult to consistently deliver fast, accurate responses.
Thai editorial note
บทความนี้อยู่ในหมวดกรณีศึกษาการใช้งาน และคัดสรรจากแหล่งข้อมูลต้นฉบับเพื่อใช้เป็นจุดเริ่มต้นในการศึกษา ทีมบรรณาธิการควรตรวจสอบรายละเอียด ราคา ความพร้อมใช้งาน และเงื่อนไขในประเทศไทยก่อนนำไปใช้งานจริง
Verification
- Original source: learn.microsoft.com
- Discovery: Agent-Reach / Exa
- Clean extraction: jina-reader
- This page is a source summary, not an independent product review.
Source: learn.microsoft.com ↗