Reported impact
Business outcome
Copilot helps customer service representatives find information faster, helping to reduce average case handling time.
- Cost Reduction
- Customer Experience
- Productivity Improvement
MicrosoftFinancial ServicesCustomer Service AutomationContact CenterERP / CRMGenerative AI / LLMCost ReductionCustomer ExperienceProductivity Improvement2025 MicrosoftMS#0078d4Financial ServicesAsiaAIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service.AIA Group (AIA) is the largest independent publicly listed pan-Asian life insurance group, serving the holders…Jan 22, 20256Customer Service AutomationCopilot in Dynamics 365 Customer Service · Dynamics 365 Customer Service0 2025-01-22 6
AIA Group
Customer Service Automation
AIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service.
AIA Group (AIA) is the largest independent publicly listed pan-Asian life insurance group, serving the holders of more than 42 million individual policies and 16 million participating members of group insurance schemes in 18 markets across Asia.
AIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service.
As a part of that initiative, the team implemented Microsoft Dynamics 365 Customer Service in its contact centers, ultimately aiming to reshape customer experience.
As one of the ways to transform the service experience for its customers and employees alike, AIA turned to Microsoft Dynamics 365 Customer Service.
Solution
AIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service. Copilot case and conversation summaries allow service representatives to focus on building meaningful customer relationships. Copilot allows customer service representatives to handle more cases in less time by automating time-consuming tasks like drafting customer emails and summarizing lengthy chats and case histories AIA Group (AIA) is the largest independent publicly listed pan-Asian life insurance group, serving the holders of more than 42 million individual policies and 16 million participating members of group insurance schemes in 18 markets across Asia. For more than a century, AIA has worked to make a positive impact on its customers and their communities by offering a range of insurance, long-term savings plans, employee benefits, and pension services.
Solution architecture
- Serving
- Copilot in Dynamics 365 Customer Service Guides agents with AI-generated summaries, responses, and next steps inside the service workflow.
- Dynamics 365 Customer Service Centralizes customer interactions, case context, and agent workflows.
Architecture clues
- AIA Group (AIA) is the largest independent publicly listed pan-Asian life insurance group, serving the holders of more than 42 million individual policies and 16 million participating members of group insurance schemes i
- AIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service.
- Copilot in Dynamics 365 Customer Service: Guides agents with AI-generated summaries, responses, and next steps inside the service workflow.
- Dynamics 365 Customer Service: Centralizes customer interactions, case context, and agent workflows.
- Integrates with customer and case data.
Evidence from the source
AIA Group (AIA) is the largest independent publicly listed pan-Asian life insurance group, serving the holders of more than 42 million individual policies and 16 million participating members of group insurance schemes in 18 markets across Asia. For more than a century, AIA has worked to make a positive impact on its customers and their communities by offering a range of insurance, long-term savings plans, employee benefits, and pension services.
AIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service.
Copilot allows customer service representatives to handle more cases in less time by automating time-consuming tasks like drafting customer emails and summarizing lengthy chats and case histories
Copilot case and conversation summaries allow service representatives to focus on building meaningful customer relationships.
Copilot helps customer service representatives find information faster, helping to reduce average case handling time.
Transparency Evidence & methodology
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
How scores are calculated
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Customer reference value85/100
- Problem clarity20/20Measures whether the customer's operational problem is specific enough to compare.
- Implementation depth20/25Rewards named components, data flow, integrations, and architecture detail.
- Outcome specificity20/20Measures whether the reported benefit is concrete rather than a generic claim.
- Quantified impact15/251 metric describe measurable impact.
- Deployment scale10/10Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
- Source authority20/25The main evidence is an official vendor-published customer story.
- Claim traceability21/2510 of 12 key fields link to a named source.
- Direct evidence20/205 direct source quotes retained.
- Date provenance10/10The publication date comes from the source page or publisher.
- Source transparency8/101 source reference document publisher, URL, authority, retrieval, and supported fields.
- Implementation specificity8/10Rewards source-backed components, data flow, quantified impact, and a specific outcome.
Traceability
Sources & provenance
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
- https://www.microsoft.com/en/customers/story/21062-aia-group-dynamics-365-customer-serviceMicrosoftFirst-party
AIA Group customer story
Supports- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes
- Publication date
Date evidence
- Published on source page Jan 22, 2025 · Microsoft · First-partyOpen date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.
Related
Similar use cases
Microsoft Sample Mar 5, 2025 HYPE HYPE promises customers a streamlined, simplified, and personalized banking app and needed a cloud-based CRM to optimize the value of its data to enhance its customer journeys. Dynamics 365 Customer Service, Copilot in Customer Service, and Copilot Studio met HYPE's omnichannel needs and… Copilot Studio · Dynamics 365 Customer Insights · Dynamics 365 Customer Service Microsoft Sample Jan 31, 2025 Lloyds Banking Group Lloyds Banking Group aimed to improve communication with non-English speaking customers. Lloyds Banking Group, one of the UK's leading financial institutions, offers a wide range of services to 30… Azure AI Services · Power Apps Microsoft Sample Jan 28, 2025 U.S. Venture U.S. AutoForce pays thousands of invoices per day and 50% of orders are for same day delivery. Its legacy supply chain and warehouse management tools could no longer reliably perform at this volume and the finance team… A difference on day one with Microsoft 365 Copilot for Finance Dynamics 365 Finance · Microsoft 365 · Microsoft 365 Copilot