Aviva boosts engagement and efficiency with Microsoft Azure and GitHub Copilot

Aviva's AI-driven transformation with Microsoft boosts efficiency and engagement. Aviva faced the challenge of modernising its legacy hosting platform and improving efficiency, leading to scalable Microsoft solutions enhancing customer engagement and streamlining processes. Aviva's operational efficiency has quadrupled, code response times improved, and customer service enhanced, with 80% of codes returning within five seconds and application performance surging by 30%.

Agent or tool: GitHub Copilot
Topic: Customer Support
Reported on: Case study (Microsoft)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 492 by interest), and one of 47 involving GitHub Copilot.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into GitHub Copilot or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was GitHub Copilot.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/24935-aviva-azure. Our summary is a paraphrase; details are in the source.

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