JCB boosts work efficiency with adoption of Microsoft 365 Copilot

Jcb — Copilot achieves 83% adoption and saves 6 hours per month in work efficiency. Copilot achieves 83% adoption and saves 6 hours per month in work efficiency. Since the rollout in June 2024, Copilot reached 83% average monthly usage (as of March 2025).

Agent or tool: Microsoft 365 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 225 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 handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Microsoft 365 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/25324-jcb-microsoft-365-copilot. Our summary is a paraphrase; details are in the source.

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