When we talk about the transformative power of technology, nowadays Artificial Intelligence (AI) is an essential part of the conversation. This technology has fundamentally transformed the way we work and live. Already, AI is being woven into the workplace at an unexpected scale; 75% of knowledge workers use AI at work today, and 46% of users started using it less than six months ago, according to the Microsoft and LinkedIn 2024 Work Trend Index. In addition, it has revolutionized various sectors and companies, offering innovative solutions that improve efficiency and decision-making.
In this context, generative AI makes it possible to create original content and adapt to different contexts. and according to a McKinsey survey, this year, interest in generative AI has grown, as its adoption increased 72%. Not only does this technology allow repetitive tasks to be automated, but it also provides insights and personalized experiences, resulting in significant benefits for people and businesses of all sizes and industries.
In 2024, we launched Microsoft AI University as a resource that invites business leaders and more to discover what AI can do for them today and the possibilities it holds for the future. Recently, we asked three AI leaders from top companies in Brazil, Canada and Colombia to share how generative AI is being rolled out in their organizations to transform their operations, improve the customer experience, free up employee time, and deliver more innovation and value to their customers.
Enhancing customer resolution faster
In Brazil, PicPay has revolutionized its customer journey by leveraging Generative AI through Azure OpenAI Services. This innovative approach has created a personalized solution that caters to the unique needs of its 36 million customers. “Our Net Promoter Score (NPS) has significantly improved, increasing by 45 points,” said Renan Oliveira, Head of AI Product at PicPay, highlighting the boost in customer satisfaction. Additionally, the company has enhanced its customer resolution rate by over 20% compared to its previous solution, providing quick and contextualized responses.
The company prioritizes the responsible use of AI, leveraging Azure to implement extra layers of monitoring while maintaining users’ data privacy and security, says Oliveira. Since its inception, PicPay has been committed to using AI to add value for its users. With the advent of new generative AI technologies, PicPay is transforming its operations to offer even better products and services. The new functionality is currently available to a select group of users and will be gradually rolled out to the entire customer base, ensuring that human assistance is always an option if preferred.
Resolving customer inquiries and accelerating software development
Similarly, TD Bank Group (TD) in Canada is leveraging generative AI to enhance customer experiences in its contact centers and accelerate the coding workflow for its engineers. In its contact centers, TD’s generative AI virtual assistant helps colleagues get quick answers to daily banking inquiries, providing summarized information in conversational language and links to policies and procedures. This tool has made it possible to resolve queries in less time, which has reduced long waiting times and improved customer satisfaction. The use of large language models (LLMs) in contact centers has been particularly beneficial for novice workers, significantly improving their ability to solve customer issues, according to a 2023 Stanford and MIT study.
TD is also using GitHub Copilot, a generative AI programming assistant designed to streamline code development. Its users can prompt Copilot in natural language to get responses to coding questions, explanations of complex coding topics, suggestions for security recommendations, and more, enhancing the efficiency and productivity of engineers. In a TD survey of a group of engineers testing GitHub Copilot, 50% reported it could save them up to 20 hours over a two-week sprint, 93% of data engineers felt equally or more productive, and 75% found it easy to integrate into their workflow. Kirsti Racine, VP, AI Technology Lead, TD, said that integrating generative AI has taught her that while it may be “easy to deliver and develop proof of concepts that show this technology can be used to solve a business problem, it is not as easy to get that capability into a production environment with the accuracy and performance we require.”
Optimizing technical support
Another example of leveraging generative AI is in Colombia, where Haceb, a top home appliance manufacturer, has implemented Azure OpenAI Service, Copilot Studio, and Microsoft Teams to improve its technical support and the efficiency of field visits. The solution centers on a technical bot called Wilson, which serves as a comprehensive resource of after-sales knowledge. It provides instant access to manuals, parts descriptions, and FAQs, allowing technicians to query in natural language and achieved freeing almost 5 thousand hours for the service team.
Wilson’s implementation has resulted in accurate diagnoses, with 90% confidence, to provide solutions on the first visit with support available 24/7, Haceb ensures that its partners and authorized service centers have access to timely and accurate information at all times, allowing for optimization of maintenance processes and offering value-added services, to drive loyalty and recurring business. Wilson “is allowing us to generate a better customer experience in every Colombian household,” as Jaime Andres Lopez Director of Finance, Digital Transformation, and Technology, Haceb, stated.”
These stories demonstrate the transformative power of generative AI in various industries. Through its AI tools, Microsoft is leading this change, supporting organizations on their path to innovation and sustained growth.
To unlock new opportunities with in-demand AI skills, visit AI Skills Navigator, and start your AI learning journey with Microsoft Copilot. And to learn more about Copilot and how to make better prompts, visit Copilot Lab and stay tuned for more about AI University.