28
Jan
2025
News
Microsoft Contact Centre Challenge 2025
For the second year running, the Microsoft Contact Centre Challenge brings together leading companies and technology partners to find practical solutions to complex customer service challenges.
The challenge
In just two days, the 41 participants from five renowned companies in the energy, finance and media sectors and five Microsoft partners have to design and implement AI-supported solutions for more efficient service processes based on Dynamics 365. The participating companies S-Service, Energie Steiermark, Raiffeisenbank and Energie AG took on the challenge together with Microsoft experts and their partners. We took part with our customer OBS ORF-Beitrags Service.
Our contribution
OBS processes over 3 million customer enquiries and 400,000 exemption applications every year. A precise, error-free and efficient workflow is business-critical for an order volume of this magnitude - and AI solutions deliver impressive and, above all, measurable results.
As part of the Contact Centre Challenge, we proved that generative AI can be successfully used for the following key challenges:
- Intelligent email classification
Automatic categorisation of incoming customer enquiries for accelerated processing
- Proactive data completion
Completion of missing customer information
- Adaptive response suggestions
Significant reduction in processing time through context-sensitive, AI-generated text modules
But what really amazed me was that we were able to generate a prompt within 90 minutes that was based on the context, was able to classify our topics in a nutshell and was completely automatic with an insanely high level of precision!
Nicolai Donaty Head of Data Operations, OBS
During the challenge, it became clear that increasing efficiency and customer centricity are not contradictory thanks to artificial intelligence. We are convinced that AI can support OBS customer service employees in their demanding work.
Markus Bergmann Head of CRM, World Direct
The quality of the AI applications and in particular the precision of the results impressed both the participating companies and the organiser.
The Contact Centre Challenge impressively demonstrated how productivity in customer service can be increased enormously through the use of AI. Previously time-consuming processes can be automated and carried out with impressive accuracy - a real breakthrough for companies that handle thousands of customer enquiries every day.
As a Microsoft partner with over 20 years of CRM experience, we are already incorporating innovative AI processes into our projects.
Contact us and let's find out together how we can make your daily customer service challenges more efficient and profitable.