Kotsovolos cuts handling time by 30% with Dynamics 365 Contact Center and AI-powered automation
Kotsovolos — About 400 human agents handled 5 million customer interactions annually. Kotsovolos deploys Dynamics 365 Contact Center and cuts handling time by 30% while planning several AI agents by year-end. About 400 human agents handled 5 million customer interactions annually.
- Agent or tool
- Custom agent
- 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 222 by interest), and one of 266 involving Custom agent.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into your own agent 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.
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/26959-kotsovolos-dynamics-365. Our summary is a paraphrase; details are in the source.
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