NTT DATA strengthens customer touchpoints with a secure AI agent using Microsoft Defender

NTT DATA’s Customer Service AI agent uses Secure by Design and Microsoft Security to mitigate GenAI risks. Launched in 2025, Customer Service AI Agent acts as a digital concierge to improve communication at customer touchpoints.

Agent or tool: Azure OpenAI
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 547 by interest), and one of 31 involving Azure OpenAI.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Azure OpenAI 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 Azure OpenAI.

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/26434-ntt-data-japan-corporation-a…. Our summary is a paraphrase; details are in the source.

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