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Citadele Banka cuts service wait times to under 5 seconds with Microsoft 365 Copilot and Azure AI

Citadele Banka cut customer chat response times to under 5 seconds and quadrupled monthly document processing within a year with Copilot and Azure. Citadele Banka wanted to improve efficiency by reducing manual workload, automating repetitive operational tasks, and enabling its people to access standardized answers based on internal knowledge.

Agent or tool
Microsoft 365 Copilot
Topic
Finance
Reported on
Case study (Microsoft)
Added
2026-11-11

Why it matters

Money tasks are tedious but high-stakes, which is exactly where a careful agent helps: it does the checking and paperwork while a person keeps the final say. It is one of 156 sightings filed under Finance on Agent Sightings (number 132 by interest), and one of 122 involving Microsoft 365 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 Microsoft 365 Copilot or any similar agent and adjust the details to your situation.

I want an agent to gather the figures and draft the work, but I will approve any payment or account change myself. The tool in the source case was Microsoft 365 Copilot.

Saved

Tip: Keep the agent in 'propose, don't pay' mode: let it gather numbers and draft messages, and approve any payment or account change yourself.

Source

Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/27078-citadele-banka-microsoft-365…. Our summary is a paraphrase; details are in the source.

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