Use Case Intelligence RSS Search use cases Search
Microsoft Commercial and Professional Services India

Genpact

Customer Service Automation · Document Processing · Enterprise Knowledge Search

Need to fuel innovation and enterprise productivity In its pursuit to transform the business operations of its customers, Genpact was constrained by its dependence on manual tasks.

Read the original story Explore all use cases
GenAI Playground, a scalable application, has a total user base of 125,000 users .
Genpact's 125,000+ people across more than 30 countries are driven by their innate curiosity, entrepreneurial agility
Genpact's 125,000+ people across more than 30 countries are driven by their innate curiosity, entrepreneurial agility, and desire to create lasting value for...
It has facilitated 2 million interactions

Reported impact

Business outcome

The company serves and transforms leading enterprises, including the Fortune Global 500, with its deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

  • Customer Experience
  • Productivity Improvement
  • Revenue Growth
  • Risk Reduction

Solution

Genpact used Azure AI Foundry, Azure AI Document Intelligence, Azure AI Translator to replace disconnected manual workflows with a more consistent digital operating model. Low-code automation and copilot capabilities orchestrate tasks, route work, and surface context to agents or business users without requiring separate point solutions. The company serves and transforms leading enterprises, including the Fortune Global 500, with its deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. The architecture emphasizes managed services, reusable integrations, and governed data handling so the organization can scale adoption without rebuilding the solution for each new team or use case.

Data flow

Business data is unified in the service data layer, workflow automation coordinates the workflow across connected systems, and Dynamics 365 surfaces the experience to employees or customers in a single guided interface.

Solution architecture

5 components · 4 layers
  1. Ingest
    • Azure AI Document Intelligence Extracts text, layout, and document fields before downstream AI or analytics processing.
  2. Compute
    • Azure AI Translator Translates multilingual content and inputs inside the workflow.
  3. Storage
    • Azure Blob Storage Stores files, documents, and other unstructured objects used by the solution.
  4. Orchestration
    • Azure AI Foundry Provides the managed environment for model orchestration, experimentation, and responsible AI operations.
    • Power Platform Provides the low-code automation and application platform for workflow modernization.

Architecture clues

  • Extracts text and document structure prior to downstream AI processing.

Evidence from the source

Contact Sales Microsoft 365 Dynamics 365 Microsoft Power Platform Microsoft Teams Microsoft Security Windows 365 Nonprofit Transform work with Microsoft AI Bring intelligence into the flow of work and help your organization achieve its...
Developed using Azure Open AI, Microsoft SQL Server, Azure Blob Storage, Microsoft Bing, and other Azure products, the solution has provided numerous benefits to Genpact, fostering a culture of innovation and knowledge-sharing across its...
Need to fuel innovation and enterprise productivity In its pursuit to transform the business operations of its customers, Genpact was constrained by its dependence on manual tasks.
The GenAI Playground is helping us innovate at scale for our clients as well for internal Genpact end-to-end processes." BK Kalra, President, and CEO, Genpact Discover more details CUSTOMER Genpact India Private Limited PRODUCTS Azure...
The company serves and transforms leading enterprises, including the Fortune Global 500, with its deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Transparency Evidence & methodology 66/100 reference value · 87% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

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 value66/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact0/25
    0 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Genpact customer story

    First-party
    https://www.microsoft.com/en/customers/story/1772608268955844773-genpact-india-private-limited-azure-professional-services-en-india
    Source type
    Vendor-published customer story
    Published
    May 28, 2024
    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 May 28, 2024 · Microsoft · First-party
    Open 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

See all like this
Microsoft Oct 23, 2024 Iké Commercial and Professional Services Mexico Iké is an assistance services company that faced the challenge of upgrading its server infrastructure. 99% more mature With the digital transformation underway, Iké obtained quick results. Customer Service AutomationDocument Processing Azure AI Services · Azure Data Lake Storage · Azure Databricks Microsoft Feb 5, 2025 Vodafone Telecommunications Global In the face of rising customer demand for new digital services, global telecommunications provider Vodafone is exploring innovative ways to enhance the customer experience, including better handling of complex inquiries… Africa, Vodafone serves more than 330 million customers in 15 countries Customer Service AutomationDocument Processing Azure AI Foundry · Azure AI Search · Azure AI Services Microsoft Jan 28, 2025 U.S. Venture Financial Services United States 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 Customer Service AutomationDocument Processing Dynamics 365 Finance · Microsoft 365 · Microsoft 365 Copilot