Victory in Agentic AI Challenge

News Microsoft Agentic AI Challenge

30 Sep 2025

Victory in the Agentic AI Challenge with ÖBB

At the Microsoft Agentic AI Challenge in Vienna, we joined forces with Austrian Federal Railways to show how artificial intelligence can already create real added value for customers today. The team prevailed in a high-calibre field of participants and impressed with a practical AI agent that supports customers throughout their journey.

Nine companies from all over Austria competed in Vienna to develop concrete AI solutions for real business challenges in just two days - accompanied by partners such as Microsoft, PwC, KPMG, Avanade, Solvion, Evol.X, Imendo and, of course, our World Direct team.

The challenge focussed on "Agentic AI" - AI that not only generates content, but also makes independent decisions, completes tasks and controls processes. Compared to "Generative AI", which primarily creates content, Agentic AI is goal-orientated, precise and capable of taking action - a decisive step towards true automation.

ÖBB as a partner

We joined forces with ÖBB Personenverkehr AG and developed an AI agent that accompanies travellers along the entire customer journey. The aim was to relieve the burden on customer service and increase customer satisfaction.

Within just two days, a bot based on Microsoft Copilot Studio was created that combines Generative AI with Agentic AI elements. The application accesses various data sources - from the CRM knowledge database to ÖBB GTFS timetable data and existing support requests. This means that the bot can not only answer standard questions and provide connection information, but also deliver personalised information, automatically check passenger rights and calculate refunds. Complex requests are handed over to employees.

This victory is the result of our long-standing partnership with ÖBB and shows what Agentic AI is capable of: personalised support along the entire customer journey that relieves service and inspires customers.

Markus Bergmann Head of CRM department

Success through partnership and technology

Our success confirms the long-standing successful technological partnership with ÖBB and World Direct's expertise in the development and integration of Microsoft-based business solutions.

The first test version of the AI-supported chatbot will be launched shortly. We are supporting ÖBB in the practical implementation and further development of the system.

_{Photo/video credits: © Microsoft Austria}

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