NFU Mutual: Revolutionizing customer engagement with Copilot for Sales and Dynamics 365

NFU Mutual uses Dynamics 365 and Copilot for Sales to record every customer interaction which in turn provides 360-degree view of customers for even more exceptional service—in a fraction of the time.

Agent or tool: Microsoft Copilot for Sales
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 548 by interest), and one of 13 involving Microsoft Copilot for Sales.

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 Copilot for Sales 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 Copilot for Sales.

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/22718-nfu-mutual-dynamics-365-cust…. Our summary is a paraphrase; details are in the source.

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