Frontier Firm BNY resolves client inquires 80% faster with Microsoft AI powered Eliza

BNY built an in-house AI platform, Eliza, that incorporates Microsoft platforms and tools like Microsoft Azure, Microsoft Foundry, Microsoft 365 Copilot, and GitHub Copilot. BNY is a 242-year-old bank that oversees approximately $60 trillion on behalf of clients across 100 markets. Today, digital employees handle 10% of payment validations, client settlement inquiries are resolved 80% faster and new customers are onboarded 20% quicker with Eliza.

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 264 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/27322-bny-microsoft-365-copilot. Our summary is a paraphrase; details are in the source.

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